PENGARUH PENERAPAN E-TICKETING TERHADAP TINGKAT KEPUASAN DAN LOYALITAS PENGGUNA JASA KERETA
Abstract
Tiket merupakan syarat untuk dapat menggunakan fasilitas perjalanan kereta. Pada perkembangannya sistem ticketing kereta api mengalami beberapa perubahan. Kereta api jabodetabek pun tak luput dari perubahan, saat ini tiket terbagi 2 jenis yaitu tiket untuk satu kali perjalanan dan kartu berlangganan. Pada kesempatan ini kami mencoba membuat penelitian yang akan menyajikan data pengaruh penerapan e-ticketing pada kereta commuterline jabodetabek terhadap tingkat kepuasan dan loyalitas pengguna jasanya yang dalam hal ini adalah pengguna kartu berlangganan atau yang dikenal dengan kartu Multitrip. Dengan menggunakan metode Structural Equation Modeling (SEM) dengan software AMOS yang dapat mengistemasi model pada model persamaan struktural (SEM). Dengan penelitian ini diharapkan dapat dianalisa apakah penerapan e-ticketing pada commuterline jabodetabek menjadikan para penumpangnya merasakan manfaatnya dan memilih untuk menjadi pelanggan tetap dan memilih tiket multitrip sebagai tiket disetiap perjalannya dengan menggunakan jasa commuterline.
Kata Kunci : Kepuasan dan Loyalitas, Kereta Jabodetabek
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References
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