Pengaruh Kualitas Layanan dan Persepsi Harga terhadap Kepuasan Pengguna KRL Commuter Line di Stasiun Pondok Cina Depok

Abstract

Rail-based public transportation such as the KRL Commuter Line serves as the backbone of mobility for the Greater Jakarta (Jabodetabek) community, yet rising ridership at Pondok Cina Station, Depok, is often accompanied by complaints about overcrowding, facilities, and fares. This study analyzes the influence of service quality and price perception on KRL Commuter Line user satisfaction at Pondok Cina Station, Depok, both partially and simultaneously. The method used is quantitative causal associative, with data collected through questionnaires using purposive sampling on 140 respondents. Data were analyzed using SPSS version 27 through validity, reliability, classical assumption, multiple linear regression, t-test, F-test, and coefficient of determination tests. Results show service quality has a positive and significant effect on user satisfaction, with a regression coefficient of 0.514, t-count 9.189 > t-table 1.977, and significance 0.000 < 0.05. Price perception also has a positive and significant effect, with a regression coefficient of 0.284, t-count 3.914 > t-table 1.977, and significance 0.000 < 0.05. Simultaneously, both variables have a positive and significant effect, with F-count 148.780 > F-table 3.06. The R² value of 0.685 indicates 68.5% of user satisfaction is explained by these variables, with the remainder influenced by other factors