Pengaruh Kualitas Layanan dan Fasilitas terhadap Kepuasan Penumpang PT Kereta Api Indonesia (Persero) di Stasiun Tanah Abang
Main Article Content
Abstract
Increasing public mobility has led to a growing demand for safe, comfortable, and high-quality public transportation. As a station with high passenger traffic, Tanah Abang Station is expected to provide services and facilities that meet passenger needs. However, issues persist—such as confusing passenger flow resulting from system changes and a lack of seating during peak hours—which could potentially impact passenger satisfaction. This study aims to analyze the influence of service quality and facilities on the satisfaction of PT Kereta Api Indonesia (Persero) passengers at Tanah Abang Station, both individually and simultaneously. A quantitative research method was employed, utilizing data collected via questionnaires from 100 passengers. Analysis was conducted using SPSS version 20, encompassing tests for validity, reliability, classical assumptions, t-tests, F-tests, the coefficient of determination, and regression coefficients. The results indicate that service quality has a positive and significant effect on passenger satisfaction (significance value of 0.001), while facilities also have a positive and significant effect (significance value of 0.000). Simultaneously, service quality and facilities exert a positive and significant influence on passenger satisfaction (significance value of 0.000). Together, they contribute 57% to passenger satisfaction.
Article Details
References
Abdullah, K., Jannah, M., Aiman, U., Hasda, S., Fadilla, Z., Taqwin, Masita, Ardiawan, K. N., & Sari, M. E. (2022). Metodologi penelitian kuantitatif. Yayasan Penerbit Muhammad Zaini. https://www.researchgate.net/publication/369912999_Metodologi_Penelitian_Kuantitatif
Agustina, E. S., Paharuddin, Dewi, D. S., Lidyah, R., Ridwan, A. M., El Munadiyan, A., & Padmiari, I. A. E. (2024). Metodologi penelitian kuantitatif. Pandu Gemilang Pustaka.
Amruddin, Priyanda, R., Agustina, T. S., Ariantini, N. S., Rusmayan, N. G. A. L., Aslindar, D. A., Ningsih, K. P., Wulandari, S., Putranto, P., Yuniati, I., Untari, I., Mujiani, S., & Wicaksono, D. (2022). Metodologi penelitian kuantitatif. Pradina Pustaka.
Arifin, S., Anisa, N. A., & Utomo, P. (2023). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pelanggan AHASS Daya Motor Surabaya. Journal on Education, 5(3), 9629–9636. https://doi.org/10.31004/joe.v5i3.1840
Denisa, E., Sagala, L. G., & Nasution, H. C. (2025). Pengaruh inovasi pelayanan, fasilitas, dan harga terhadap kepuasan pemakai jasa transportasi PT Kereta Api Indonesia (Persero) Cabang Medan. IKRAITH-EKONOMIKA, 8(3), 58–71. https://journals.upi-yai.ac.id/index.php/IKRAITH-EKONOMIKA/article/view/5254
Fauzi, L. M., Hayati, S. A. N., Supiyat, & Hadi, M. H. T. (2023). Statistik: Panduan praktis analisis data penelitian dengan bantuan Microsoft Excel dan SPSS. Sanabil.
Harahap, A. Q., Wardhani, W., & Daulay, S. (2026). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan penumpang di PT Kereta Api Indonesia (Persero) Divre I Sumatera Utara. Journal of Innovative and Creativity, 6(1), 4054–4064. https://joecy.org/index.php/joecy/article/view/7416
Imansari, N., & Kholifah, U. (2023). Metodologi penelitian untuk pendidikan kejuruan. UNIPMA Press.
Indartini, M., & Mutmainah. (2024). Analisis data kuantitatif: Uji instrumen, uji asumsi klasik, uji korelasi, dan regresi linear berganda. Lakeisha.
KAI Commuter. (2026). Torehan positif KAI Commuter semester I 2026: Layani 181,61 juta pengguna Commuter Line Jabodetabek. https://kci.id/informasi-publik/berita/torehan-positif-kai-commuter-semester-i-2026-layani-181-61-juta-pengguna-commuter-line-jabodetabek
Kumala, R., Nurhayati, & Yafiz, M. (2026). Market share bank syariah di Indonesia: Strategi peningkatan melalui penghimpunan dana pihak ketiga dan pembiayaan. CV Merdeka Kreasi Group.
Mukhlis, S. (2022). Metodologi penelitian sosial. Eureka Media Aksara.
Napitupulu, I., Aptakusuma, H. B., & Kardi. (2024). Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan penumpang di bandar udara. Gudang Jurnal Multidisiplin Ilmu, 2(7), 236–241. https://doi.org/10.59435/gjmi.v2i7.708
Pradnyana, I. D. P. R. W. (2022). Pengaruh harga, fasilitas, dan kualitas pelayanan terhadap kepuasan penumpang PO Purnayasa. Jurnal Manajemen dan Profesional, 3(1), 46–58. https://doi.org/10.32815/jpro.v3i1.1016
Prastowo, S. L. (2021). Metode penelitian kuantitatif dilengkapi dengan teknik pengolahan data program SPSS (Edisi revisi). PT Jamus Baladewa Nusantara.
Puspitasari, D., Gunawan, P., & Triyasningrum, S. (2024). Pengaruh fasilitas dan kualitas pelayanan Kereta Api Indonesia terhadap kepuasan penumpang kelas luxury. Jurnal Ilmiah Wahana Pendidikan, 10(13), 154–169. https://doi.org/10.5281/zenodo.12704028
Putri, R. M., & Purba, T. (2021). Pengaruh fasilitas dan kualitas pelayanan terhadap kepuasan penumpang pengguna Trans Batam di Koridor Sekupang–Jodoh. Scientia Journal: Jurnal Ilmiah Mahasiswa, 4(4), 1–7. https://ejournal.upbatam.ac.id/index.php/scientia_journal/article/view/4134
Rohmad, & Sarah, S. (2021). Pengembangan instrumen angket. K-Media.
Sa’adah, L., & Munir, A. F. (2020). Kualitas layanan, harga, citra merek serta pengaruhnya terhadap kepuasan konsumen. LPPM Universitas KH. A. Wahab Hasbullah.
Sahir, S. H. (2021). Metodologi penelitian. Penerbit KBM Indonesia.
Sumbodo, Y. P., Marzuki, Yudhantara, S. M., & Widiastuti. (2024). Metode penelitian: Panduan lengkap untuk penelitian kuantitatif, kualitatif, dan campuran. PT Media Penerbit Indonesia.
Sunaengsih, C., Komariah, A., Kurniady, D. A., & Suharto, N. (2025). Kepemimpinan transformasional dalam meningkatkan kualitas layanan akademik. Indonesia Emas Group.
Syafina, L., & Harahap, N. (2019). Metode penelitian akuntansi: Pendekatan kuantitatif. FEBI UIN-SU Press.
Zahriyah, A., Suprianik, Parmono, A., & Mustofa. (2021). Ekonometrika: Teknik dan aplikasi dengan SPSS. Mandala Press.