Service Improvement Priorities of Train Transport Service: Evidence from Indonesian Economy-Premium Train
Main Article Content
Keywords
Service quality, Economy-premium train, Exploratory factor analysis, Importance-performance analysis
Abstract
The Indonesian Railway Company (PT KAI) may have sustainable growth due to passengers' quality services. This study determines influential indicators and service improvement priorities for the economy-premium train in Indonesia using 284 respondents. An online questionnaire was used to collect data, while the sample was determined using judgment sampling methods. The study used the Exploratory Factor Analysis (EFA) and the Importance-Performance Analysis (IPA). The results show that passengers felt satisfied with the completeness of emergency equipment, security and safety, and professional train staff. However, they were not satisfied with TV show contents, food and beverage prices, and legroom on chairs. The EFA results show nine dimensions and 41 influential indicators of the economy-premium train service qualities. According to the IPA results, the service priorities that should be improved by PT KAI include the availability of internet access and the cabin facilities, especially TV show contents and legroom on chairs. These results can help PT KAI to increase its Customer Satisfaction Index (CSI) score to meet the respondents' expectations and increase the satisfaction and loyalty of the economy-premium train passengers.
Downloads
References
Ansory, S. M., & Safira, A. S. A. (2018). Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia. Asian Journal of Business and Accounting, 11(1), 229–264. doi: 10.22452/ajba.vol11no1.8
Azzopardi, E., & Nash, R. (2013). A critical evaluation of importance–performance analysis. Tourism Management, 35, 222–233. doi: 10.1016/j.tourman.2012.07.007
Bhote, K. R. (1996). Beyond Customer Satisfaction to Customer Loyalty : The Key to Greater Profitability. American Management Association.
Budiono, O. A. (2009). Customer satisfaction in public bus transport: A study of travelers’ perception in Indonesia. Karlstad University.
Cao, J., & Cao, X. (2017). Comparing importance-performance analysis and three-factor theory in assessing rider satisfaction with transit. Journal of Transport and Land Use, 10(1). doi: 10.5198/jtlu.2017.907
Chien, L., & Chi, S. (2019). Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon, 5(3), e01307. doi: 10.1016/j.heliyon.2019.e01307
Chou, J.-S., & Kim, C. (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea. Expert Systems with Applications, 36(3), 6945–6955. doi: 10.1016/j.eswa.2008.08.056
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. doi: 10.2307/1252296
de Oña, J., & de Oña, R. (2014). Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches. Transportation Science, 49(3), 605–622. doi: 10.1287/trsc.2014.0544
Dell’Asin, G., Monzón, A., & Lopez-Lambas, M. E. (2015). Key quality factors at urban interchanges. Proceedings of the Institution of Civil Engineers - Transport, 168(4), 326–335. doi: 10.1680/tran.13.00039
Fernandes, C. D., & Sarmento, M. (2013). Analysis of InterRailers satisfaction regarding tourism services and activities in Italy, Greece and Croatia. World Review of Entrepreneurship, Management and Sustainable Development, 9(2), 152. doi: 10.1504/WREMSD.2013.052356
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7–18. doi: 10.2307/1251898
Ghaderi, H., Cahoon, S., & Nguyen, H.-O. (2017). Evaluation of impediments to the competitiveness of the rail sector in Australia: Empirical research and evidence. Asia Pacific Journal of Marketing and Logistics, 29(5), 1097–1115. doi: 10.1108/APJML-02-2017-0034
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis: A Global Perspective (7th ed.). Upper Saddle River: Pearson Education.
Haryono, T. (2005). Analisis Faktor-Faktor yang Menentukan Persepsi Kualitas Layanan Jasa dan Pengaruhnya terhadap Sikap Pelanggan (Analysis of the Factors that Determine Perceptions of Service Quality and Their Effect on Customer Attitudes). Jurnal Wacana, 8(3), 265–290.
Irawan, H. (2003). ICSI: Barometer kepuasan pelanggan Indonesia? (Indonesian Customer Satisfaction Index). http://www.icsa-indo.com/articles/icsi_barometer_kepuasan_pelanggan_indonesia.html
Kaiser, H. F. (1960). The application of electronic computers to factor analysis. Educational and Psychological Measurement, 20(1). doi: 10.1177/001316446002000116
Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235–243. doi: 10.1016/j.tourman.2009.12.008
Kinas Consulting. (2019). Survey kepuasan penumpang kereta api tahun 2019 (Survey of train passenger satisfaction in 2019). Kinas Consulting.
Kuo, C.-W., & Tang, M.-L. (2013). Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services. Journal of Advanced Transportation, 47(5), 512–525. doi: 10.1002/atr.179
Le-Klähn, D.-T., Hall, C., & Gerike, R. (2014). Analysis of visitor satisfaction with public transport in Munich. Journal of Public Transportation, 17(3). doi: 10.5038/2375-0901.17.3.5
Lee, J. H., Jin, B. S., & Ji, Y. (2009). Development of a Structural Equation Model for ride comfort of the
Korean high-speed railway. International Journal of Industrial Ergonomics, 39(1), 7–14. doi: 10.1016/j.ergon.2008.09.003
Leonard, K. K. (2005). Encyclopedia of Social Measurement (Issue vol. 1). Elsevier Academic Press.
Losada-Rojas, L. L., Gkartzonikas, C., Pyrialakou, V. D., & Gkritza, K. (2019). Exploring intercity passengers’ attitudes and loyalty to intercity passenger rail: Evidence from an on-board survey. Transport Policy, 73, 71–83. doi: 10.1016/j.tranpol.2018.10.011
Malhotra, N. K., & Birks, D. F. (2006). Marketing Research: An Applied Approach (Updated 2n). Pearson Education.
Nguyen, H. T., Nguyen, H., Nguyen, N. D., & Phan, A. C. (2018). Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting. Sustainability, 10(4), 1151. doi: 10.3390/su10041151
Oliveira, L., Bruen, C., Birrell, S., & Cain, R. (2019). What passengers really want: Assessing the value of rail innovation to improve experiences. Transportation Research Interdisciplinary Perspectives, 1, 100014. doi: 10.1016/j.trip.2019.100014
palembang.tribunnews.com. (2018). Kenapa Kursi Kereta Api Didesain Tak Searah? Admin PT KAI Beri Jawabannya, Tuai Pro Kontra Netizen (Why Are Train Seats Unidirectional Designed? PT KAI admin gives the answer, reaps the pros and cons of netizens). https://palembang.tribunnews.com/2018/06/23/kenapa-kursi-kereta-api-didesain-tak-searahadmin-pt-kai-beri-jawabannya-tuai-pro-kontra-netizen
Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing. doi: 10.1016/S0148-2963(99)00084-3
PT INKA. (2018). Product Manual for Economy Premium Class Passenger Coach K3.A61-16.PM. PT Industri Kereta Api (Persero).
PT KAI. (2019a). Buku Pedoman Dukungan Sarana GAPEKA 2019. PT Kereta Api Indonesia (Persero).
PT KAI. (2019b). PT KAI Annual Report 2019: Moving Forward Relentlessly to Connect the Country. PT Kereta Api Indonesia (Persero).
Ross, T., May, A., & Cockbill, S. A. (2020). The personal and contextual factors that affect customer experience during rail service failures and the implications for service design. Applied Ergonomics, 86, 103096. doi: 10.1016/j.apergo.2020.103096
Shen, W., Xiao, W., & Wang, X. (2016). Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares. Transport Policy, 46, 20–31. doi: 10.1016/j.tranpol.2015.10.006
Soltanpour, A., Mesbah, M., & Habibian, M. (2020). Customer satisfaction in urban rail: a study on transferability of structural equation models. Public Transport, 12(1), 123–146. doi: 10.1007/s12469-019-00223-y
Sugiyono. (2015). Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, dan R&D (22 ed.). Alfabeta.
Sujarweni, V. W. (2014). Metode Penelitian: Lengkap, Praktis, dan Mudah Dipahami. Pustaka Baru Press.
Thompson, K., & Schofield, P. (2007). An investigation of the relationship between public transport performance and destination satisfaction. Journal of Transport Geography, 15(2), 136–144. doi: 10.1016/j.jtrangeo.2006.11.004
Wu, J. H.-C., Lin, Y.-C., & Hsu, F.-S. (2011). An empirical analysis of synthesizing the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions in the transport industry: a case of Taiwan high-speed rail. Innovative Marketing, 7(3).
Zhen, F., Cao, J., & Tang, J. (2018). Exploring correlates of passenger satisfaction and service improvement priorities of the Shanghai-Nanjing High Speed Rail. Journal of Transport and Land Use, 11(1). doi: 10.5198/jtlu.2018.958
Article Sidebar
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Author’s Warranties
The author warrants that the article is original, written by the stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
Copyright
The copyright is transferred to Publishers. As a condition of publication, the authors must grant the IJABR the right to distribute their manuscripts to the widest possible readership in online/electronic format. In this term, the corresponding author must fill out the Copyright Transfer Agreement that we have provided. If the article was jointly prepared by other authors, the signatory of this form warrants that he/she has been authorized by all co-authors to sign this agreement on their behalf, and agrees to inform his/her co-authors of the terms of this agreement.
User Rights
International Journal of Applied Business Research objective is to disseminate articles published are as free as possible. Under the Creative Commons Attribution License (CC BY-SA 4.0), this journal permits users to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgment of the work's authorship and initial publication in IJABR. Users will also need to attribute authors and this journal to distributing works in the journal. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in IJABR. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.