Title:
PUBLIC TRANSPORTATION TRUST AND SATISFACTION DURING THE COVID-19 PANDEMIC: STUDY ON ELECTRIC TRAIN SERVICES IN KAI COMMUTER REGION 6 YOGYAKARTA

Authors:
Ricky Kospandani and Lilik Wahyudi, Indonesia

Abstract:

The present study aimed to find out the relationship between service quality attributes (i.e., facility comfort, Covid-19 protocol implementation, transport and service modes, and safety and security) and customer satisfaction, trust, and loyalty among KAI Commuter customer during the Covid-19 pandemic. Out of 1479 customers of the commuter rail service in Region 6 Yogyakarta, 478 customers gave complete answers and met the criteria of the study. In this study, structural equation modeling was applied, which was analyzed using PLS-SEM. The result of the study showed that all service quality attributes, except transport and service modes, significantly influenced customer satisfaction. Regarding customer trust, it was found that facility comfort and Covid-19 protocol implementation significantly affected customer trust. It was also found that customer satisfaction significantly affected their trust and loyalty. In addition, trust was found to significantly affect customer loyalty. The result of the study was expected to provide KAI Commuter with feedbacks regarding policies and strategies in improving its service quality to enhance customer satisfaction, which eventually leads to trust and loyalty.