Evaluation of KAI Access Service Quality Using the E-SERVQUAL Method
DOI:
https://doi.org/10.35870/ijsecs.v6i2.7172Keywords:
E-SERVQUAL, Electronic Service Quality, Access by KAI, Digital Transportation Service, User SatisfactionAbstract
Digitalization has transformed public transportation services by encouraging service providers to deliver faster, more accessible, and customer-oriented mobile applications. This study examines the electronic service quality of the Access by KAI application using the E-SERVQUAL method. The objective is to identify gaps between user expectations and perceived service performance across seven dimensions: efficiency, fulfillment, system availability, privacy, responsiveness, compensation, and contact. A descriptive quantitative approach was applied by distributing questionnaires to 100 respondents with experience using the application. Respondents were selected through purposive sampling, and each questionnaire item was measured using a five-point Likert scale for expectation and perception scores. The research instrument underwent validity and reliability testing before the data were analyzed. The results show that all E-SERVQUAL dimensions had negative gap values, indicating that perceived service quality did not fully meet user expectations. The overall expectation score was 4.61, whereas the overall perception score was 3.67, resulting in an average gap of −0.94. The largest gap was found in compensation (−1.28), followed by system availability (−1.15), responsiveness (−1.14), and contact (−1.02). These findings indicate that refund handling, ticket cancellation, failed transaction resolution, application stability, complaint response, and access to customer support are the main areas requiring improvement. The results provide practical guidance for improving digital railway ticketing services and supporting user satisfaction in Indonesia’s transportation sector.
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