<![CDATA[This study evaluated the actual condition of physical facilities, identified service-quality bottlenecks, and formulated strategic interventions to improve intermodal integration performance between the South Sumatra Light Rail Transit (LRT) and the Musi Emas feeder service in Palembang City, with Asrama Haji Station and Polrestabes Station serving as case studies. Primary data were collected through field observations based on national regulations (Ministry of Transportation Regulation No. PM 41/2015 and No. PM 29/2019, and Ministry of Public Works Regulation No. 14/PRT/M/2017) and through a questionnaire distributed to 374 respondents selected using probability sampling. The data were analyzed using a combination of multivariate methods, including SERVQUAL gap analysis, the Customer Satisfaction Index (CSI), Importance–Performance Analysis (IPA), and Partial Least Squares Structural Equation Modeling (PLS-SEM), with data processing conducted using SmartPLS 4 and SPSS. The overall evaluation indicated a high level of commuter satisfaction, with an overall CSI score of 87.8%, categorized as “Very Satisfied.” The IPA Cartesian diagram showed that most of the 18 service attributes were distributed across Quadrants I and IV, indicating that core physical infrastructure and LRT operational punctuality generally performed well, although attributes in Quadrant I still required priority improvement because of their high importance and comparatively lower performance. The structural model assessment (R² = 0.639 for the Performance model and R² = 0.831 for the Satisfaction model) indicated that satisfaction was influenced not only by physical infrastructure but also by interpersonal and nonphysical service performance. The Empathy dimension (X5) demonstrated the strongest effect, with a path coefficient of 0.390, followed by Comfort and Safety (X4 = 0.276) and the Information System (X3 = 0.272).]]>
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