Pengaruh Kualitas Layanan dan Penanganan Keluhan Digital terhadap Kepuasan Penumpang Pengguna Aplikasi Access by KAI
DOI:
https://doi.org/10.51805/jmbk.v7i2.527Keywords:
digital service quality, digital complaint handling, passenger satisfaction, Access by KAI, transportation servicesAbstract
The increasing use of digital applications in transportation services requires companies to provide high quality digital services and effective complaint handling mechanisms to maintain customer satisfaction. This study aims to examine the effect of digital service quality and digital complaint handling on passenger satisfaction among Access by KAI application users. The research employed a quantitative approach with an explanatory research design. Data was obtained through questionnaires distributed both directly and online to 184 Access by KAI users selected through purposive sampling. The sampling criteria included users aged at least 18 years old who had purchased and used a ticket via the application within the last six months and had experienced technical issues. The data were processed using multiple linear regression analysis with the assistance of SPSS software. The findings reveal that digital service quality has a positive and significant effect on passenger satisfaction. Digital complaint handling also has a positive and significant effect on passenger satisfaction. In addition, digital service quality and digital complaint handling jointly exert a significant influence on passenger satisfaction. These findings indicate that improving digital service quality, supported by effective complaint handling mechanisms, plays an important role in enhancing user satisfaction with the Access by KAI application.
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