Volume 7, Issue 3, March – 2022 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

The Effect of Service Quality and Perceived Value on

Service User Satisfaction and Impact on Loyalty
Jabodetabek Commuterline Train
Kimhua Evaryanti (A.Md. LLAJ., S.T.), Dr. Ir. Endang Sugiharti (M.Si.), Ir. Soemino Eko Putro (MM)
Department of Transportation Management, Trisakti Institute of Transportation & Logistics
Jakarta, Indonesia

Abstract-:- Policies on service quality and perceived value causes restrictions on social and economic activities of the
can affect the loyalty of jabodetabek Commuter line community because the community is required to keep their
service users . This research aims to analyze the effect of distance, avoid crowding, and carry out work from home.
service quality and perceived value on the loyalty of
Jabodetabek commuter line service users, both One of the regulations governing the restrictions is
simultaneously and partially. The method used in this contained in the Decree of the Head of Transportation Office
study is a quantitative method that is descriptive and of DKI Jakarta Province Number 156 of 2020 which provides
verification, with a population size of 100 respondents rules limiting the number of service users, health protocols,
with probability sampling techniques. Data processing and operational time, which must be applied in many modes
uses multiple linear regression analysis and path analysis of transportation throughout the implementation of psbb. But
with a coefficient of determination at a significant level of after the PSBB was completed, the government made a
5 percent. The data collection results used in this study transition of economic activities that adjusted to the Covid-19
are valid and reliable. Data processing results prove that pandemic. Therefore, since October 2020 people began to
service quality and perceived value have an influence on carry out economic activities and returned to work in offices
service user satisfaction. While the quality of service has with a limited and supervised number of employees so as not
no influence on the loyalty of service users. Furthermore, to bring up too many crowds in the workplace.
the results of data processing also prove that the
perceived value and satisfaction of service users have an Tahun 2015 2016 2017 2018 2019 2020
influence on the loyalty of service users.
Jumlah Pengguna Jasa
257,531 280,589 315,854 336,799 336,047 154,600
Keywords:- service quality; perceived value; satisfaction of (dalam ribu)
service users; loyalty of service users. Table 1: Number of KRL service users from 2015-2020

I. INTRODUCTION Source: https://www.bps.go.id

Transportation is an integral part of everyday life and The number of Commuterline users in 2020 decreased
includes needs that must be met. Transportation is important, compared to the number of Commuterline users the
it is reflected by the improvement of transportation services previous year due to restrictions on activities and travel,
needed for community mobility and is the impact of especially during psbb (large-scale social restrictions).
settlement development and population increase in major Although the number of service users has decreased due to
cities, especially in Jakarta, where the main problem of the pandemic, Commuterline trains are still a favorite mode
transportation is that congestion is a lot of obstacles to people for Jabodetabek people to travel.
in their activities. Thus, rail transportation is one type of
transportation that can be used as an alternative to overcome Facing the Covid-19 outbreak, the Company took
these problems. various measures so that KAI customers and employees
avoid exposure to the virus. Socialization continues to be
State-Owned Enterprises that become providers, carried out intensively in all stations in Indonesia. The
managers and regulators of railway services in Indonesia is Company also disciplinedly implements health protocols that
PT Kereta Api Indonesia (Persero) which is next named PT refer to government instructions such as body temperature
KAI (Persero). Then formed a subsidiary by PT KAI one of checks, mandatory wearing of masks, provision of hand
them is PT Kereta Commuter Indonesia or known as PT KCI. washing facilities, restrictions on distance between
The main task of PT KCI is to organize the business of individuals in the station area, and restrictions on passenger
commuter rail transportation services using electric railway capacity. PT KCI as one of the companies engaged in
facilities in jakarta, Bogor, Depok, Tangerang, and Bekasi organizing transportation services is required to continue to
(Jabodetabek) and surrounding areas and business in the field improve in an effort to improve its service to the community
of non-passenger transportation business. in order to produce maximum satisfaction for service users or
customers.
In March 2020, the State of Indonesia was faced with a
global pandemic, namely the spread of the Covid-19 virus or Behind the strategic function of Commuterline train as
Corona virus. Covid-19 is one of the newest viruses with the a type of transportation service that is much in demand by the
respiratory system as its target. The spread of this virus

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Volume 7, Issue 3, March – 2022 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
public, there are still many disadvantages of Commuterline The essence of this research is to look at the
users including: (1) the number of passengers who exceed relationship of exogenous variables namely Quality of
capacity so that it is still far to create a sense of comfort; (2) Service (X1) Perceived Value (X2), and User Satisfaction (Y)
there is often a good service caused by disruption of which will affect endogenous variables namely User
infrastructure facilities and technical problems so that the Loyalty. Service (Z), to find out how much direct causal
schedule of departure and arrival becomes often influence, indirect causal, or simultaneous set of exogenous
inappropriate so that it is still not able to provide timely variables to endogenous variables.
service services; (3) there are still encounters of train
accidents both caused by human errors and technical errors The target population in this study is the use of
so that they are also not able to provide safe services; (4) The Commuterline services that will be used as the target
lack of response of Commuterline officers to complaints population, while the affordable population as a sample
from Commuterline train users makes Commuterline train framework is the large number of KCI service users per year
users feel less satisfied. 2019 with a total of 336,047,000 people, which will be used
to take into account the size of the KCI service. sample
In addition, the problems that need to be solved by using the Slovin method formulated as follows:
Commuterline operators are related to the quality of service
in the train or in the station area and travel to the destination.
In the service industry, quality of service plays an important
role in adding value to the overall service experience. A
customer will evaluate the quality of service based on their Desc:
perception. n : Sample size
PT KCI strives continuously to improve services, such N : Population size (Commuterline service users)
as improving a number of station facilities, revamping public Based on the results of these calculations can be known
facilities by prioritizing cleanliness in trains and stations, the number of study samples as many as 100 respondents,
improving and extend the platforms at a number of stations, which were taken randomly and simply through
continuity of information on the existence of the circuit, to questionnaires.
the history of the train.
To collect the necessary information and data, the
With the quality of service and the value of service author will use several data collection techniques, namely the
users (perceived value) is good, it will create consumer acquisition of primary data done through questionnaires
satisfaction, that the level of satisfaction of service users (questionnaires) in the form of google form. sent to the
from a service depends on the value received by service whatsapp number of the known Commuterline users, and
users. If the value obtained by service users is higher, the then ask them to spread to their friends and family who meet
satisfaction of service users will increase so that consumers the terms and conditions to fill out this questionnaire, until
who feel very satisfied will repurch buy and make themselves the number of respondents and the desired data is reached.
as "loyal" consumers or called consumer loyalty (Gerson, Furthermore, the results of the questionnaire answers
2002). obtained were processed by researchers for analysis.
Consumer loyalty is needed for all companies, because
III. RESULT
the nature of loyalty itself has a long impact on a company.
Which means, the longer consumers are loyal to a service The data in this study was obtained by giving
product from the company, the company will make a large questionnaires to Commuterline service users, with the
profit (Griffin, 2022). Loyal Commuterline train users will spread of 100 samples, which were taken randomly.
create new customers. They will make recommendations for
family, friends and co-workers about their experience when Data testing is done by path analysis, which tests
using the services of PT KCI. This is important for relationship patterns that reveal the influence of a variable
evaluation considering that Commuterline trains are one of or a set of variables on other variables , both direct and other
the railway operators in the Jabodetabek region. influences. indirect influence, using SPSS version 25. The
results of the path analysis are carried out with the stages
II. RESEARCH METHODS detailed as follows:
This research uses quantitative research methods whose A. Quality of Service (X1) and Perceived Value (X2)
research categories use research designs sourced in influence simultaneously/together on Satisfaction (Y)
statistical procedures or with other quantification methods to based on Simultaneous SubStructure Test 1
measure research variables. With non probability research Simultaneous test results of substructure 1 structure
methods the author intends to collect information and showed that the test together / Test F obtained a sig value of
observe carefully related to certain aspects that are closely 0.000. Where the sig value of 0.000 is smaller than 0.05 or
related to the problems studied. , so that information can be [0.000 < 0.05], the path analysis coefficient is significant.
obtained that supports the preparation of research reporting. Thus, the quality of service and perceived value have a
significant effect together on the satisfaction of service
users.

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Volume 7, Issue 3, March – 2022 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
B. Quality of Service (X1) affects Satisfaction (Y) based on F. Perceived Value (X2) affects Service User Loyalty (Z)
Simultaneous Sub Structure Test 1 based on Simultaneous Sub-Structure 2 Test
Simultaneous test results of substructure 1 structure Simultaneous test results of substructure 2 structure
showed that the test results individually (partial)/ test t showed that the test individually (partially)/ test t obtained a
obtained a sig value of 0.026. Where the value of 0.026 is sig value of 0.044., where the value sig 0.044 is smaller than
smaller than 0.05 or [0.026 < 0.05], the path analysis 0.05 or [0.044 < 0.05], then the coefficient Path analysis is
coefficient is significant. Thus, the quality of service has a significant. Thus perceived value has a positive and
positive and significant effect on the satisfaction of service significant effect on the loyalty of service users. The large
users. The large direct influence of service quality on the perceived value influence on the loyalty of service users
service user satisfaction process is performed is with a beta shown is with a beta value of 0.232 or 23.2 percent.
value of -0.137 or -13.7 percent.
G. Service User Satisfaction (Y) affects Service User
C. Perceived Value (X2) affects simultaneously/ together on Loyalty (Z) based on Simultaneous Sub-Structure Test 2
Satisfaction (Y) based on Simultaneous SubStructure Test Simultaneous test results of substructure 2 structure
1 show that the test individually (partially)/ test t obtained a
Simultaneous test results of substructure 1 structure sig value of 0.000., where the sig value of 0.000 is smaller
showed that the test individually (partially)/ test t obtained a than 0.05 or [0.000 < 0.005], so the coefficient of path
sig value of 0.000. Where sig 0.000 is smaller than 0.05 or analysis is significant. Thus, the satisfaction of service users
[0.000 < 0.05], theofynay of path analysis is significant. has a positive and significant effect on the loyalty of service
Thus, perceived value has a positive and significant effect users. The large influence of service user satisfaction on the
on the satisfaction of service users. The large perceived loyalty of service users shown is with a beta value of 0.598
value influence on service user satisfaction is performed is or 59.8 percent.
with a beta value of 0.860 or 86 percent.

Fig. 2: Substructure Path Analysis 2

Fig. 1: Sub-Structure Path Analysis 1
H. Mediation Test Influence of Service Quality on Service
D. Service Quality (X1), Perceived Value (X2) and Service User Loyalty through Service User Satisfaction based on
User Satisfaction (Y) influence simultaneously/ together Mediation Test with Sobel Test
on Service User Loyalty (Z) based on Simultaneous
SubStructure Test 2
Simultaneous test results of substructure 2 structure
show that the test together / Test F obtained a sig value of
0.000. Where the sig value of 0.000 is less than 0.05 or
[0.000 < 0.05], the path analysis coefficient is significant.
Thus, the quality of service, perceived value and satisfaction
of service users have a significant effect together on the
loyalty of service users.

E. Quality of Service (X1) affects Service User Loyalty (Z)

based on Simultaneous SubStructure Test 2
Simultaneous test results of substructure 2 structure
showed that the test individually (partially)/ test t obtained a
Fig. 3: Sobel Test Model 1
value of Sig 0.889., where the value sig 0.889 is greater than
0.05 or [0.000 > 0.05], then the coefficient Path analysis is The results of the sobel test showed a one-tailed
insignificant. Thus, the quality of service does not have a probability result of 0.44578336., where the value of
positive and insignificant effect on the loyalty of service 0.44578336 > 0.05., which means that the service user
users. The large direct influence of service quality on the satisfaction variable cannot function as a mediator or is
loyalty of service users is shown to be with a beta value of unable to mediating the indirect influence of service quality
0.009 or 9 percent. on the loyalty of service users.

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Volume 7, Issue 3, March – 2022 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
I. Perceived Value Influence Mediation Test on Service 0.000, where the sig value of 0.000 is smaller than 0.05 or
User Loyalty through Service User Satisfaction based on [0.000 < 0.05], which means the coefficient of path analysis
Mediation Test with Sobel Test is significant. Thus, it can be interpreted that perceived
The results of the sobel test showed a one-tailed value has a positive and significant effect on the
probability result of 0.02807587., where the value of satisfaction of service users;
0.02807587 < 0.10., so it can be concluded that the service  The test results showed that the kuality of the service had
user satisfaction variable can serve as a mediator or able to no positive and significant effect on the loyalitas of the
mediating the indirect perceived value of service user user, this is evidenced by the results of the test individually
loyalty. (partial)/ test t with the acquisition of Sig value 0.889,
where the value of Sig 0.889 is greater than 0.05 or [0.000
J. Pengujian Kesesuian Model (Goodness of fit test) > 0.005], which means that the coefficient of path analysis
is insignificant;
 Test results show that perceived value has a positive and
significant effect on the loyalitas of Jjsa users, this is
evidenced by the results of individual (partial) tests with a
value of Sig. 0.044, where the value of Sig 0.044 is smaller
than 0.05 or [0.044 < 0.05] which means the coefficient of
track analysis is significant;
Fig. 4: R Square SubStructure1  Individual (partial)/ test results on the user satisfaction
against user loyalty obtained sig value 0.000, where the sig
value of 0.000 is smaller than 0.05 or [0.000 < 0.05],
which means the coefficient of path analysis is significant.
Thus, it can be interpreted that the satisfaction of user has a
positive and significant effect on the loyalitas of service
users;
 The test results indicate that the satisfaction user has not
been able to function as a mediator or is unable to mediate
Fig. 5: R Square SubStructure 2
the influence of the kuality of service to the loyalitas
The results of the model conformity test (goodness pengguna jasa, this is evidenced by the results of the sobel
of fit test) using SPSS software version 25 produce a total test conducted with a value of 0.44578336, where the
diversity of data that can be explained by the model acquisition of values obtained is greater than 0.05 or
conformity testing as follows: [0.44578336 > 0.05];
R2m = 1 - (1 -
R21
) . (1 – R 22) ..... (1 – R 2p)  Test results show that the kepuasan pengguna jasa is able to
R2m
= 1 – (0.681) x (0.640) function as a mediator or able to mediate the influence of
R2m = 0.56416
perceived value on loyalitas pengguna jasa, this is
evidenced by the results of the sobel test conducted with a
With this, the R2m obtained is 0.56416 which means value of 0.02807587, where the acquisition of values
the diversity of data that can be explained by the model is obtained is less than 0.15 or [0.02807587 > 0.10]
56.416 percent, while the rest is 43.584 percent explained by
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