CUSTOMER EXPERIENCE WITH E-SERVICE QUALITY FOR PT. KERETA API INDONESIA ONLINE TICKET PLATFORM

• Main Author: Adhipradana Syafii, Ardiman
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/41523
• Institution: Institut Teknologi Bandung

With the advancement in technology and the easy access to the internet, many businesses shifted their attention to e-commerce. This advancement in technology made people have an easier access to their daily need with the help of the internet, with this even the transportation service industry also involved themselves by making an application to buy their ticket online, applications such as traveloka and tiket.com offers a wide variety of tickets and proved that their application is used by a lot of people. With the rise of online ticketing PT KAI also launched their own application for their services which is the KAI Access application. This research is done to analyze whether the KAI Access application is giving adequate services to its customers. Train, as a conventional public transport, has to adapt to technological advancements. Therefore, the use of e-service provided directly by PT KAI through KAI Access has to reach customer expectation. The author concluded the purposes of this research, which are to investigate how customer expectation and reality differ based on E-Service Quality in KAI Access and to investigate how the intetion of customer is to reuse KAI Access. This research is done by distributing a questionnaire to KAI Access user. The analysis of this research uses Multilinear Regression Analysis to compare whether the KAI Access Application expectation by the consumer and the reality of KAI Access is the same and whether this expectation is affecting the Reuse Intention of their customer. The author also uses Importance Performance Analysis (IPA). The analysis result shows KAI Access has several advantages in implementing E-Service Quality attributes. The customer perception towards KAI Access application has overall scored in a good level. However, customers expect a slightly higher number of expectations. With the perceived and expected customer perception towards KAI Access, the result shows that customer intention to reuse KAI Access is at a good level, in accordance with the mean analysis. This level is obtained highly by the application operation variable, which has the highest significance towards the intention to reuse KAI Access by customers.