The Effects of Punctuality, Tariff, and Service Quality on Customer Satisfaction of Commuter Line Palur-Solo-Yogyakarta

Abstract

This study aims to find out: (1) The effect of punctuality on customer satisfaction, (2) The effect of tariffs on customer satisfaction, (3) The effect of service quality on customer satisfaction, and (4) The effect of punctuality, tariffs, and service quality on customer satisfaction of the KRL Commuter Line Lintas Palur-Solo-Yogyakarta. This research was conducted in the Surakarta Residency area and the Special Region of Yogyakarta. The type of research is a quantitative research using a survey strategy. The population in this study is all passengers who have used the KRL Commuter Line service across Palur-Solo-Yogyakarta. The sampling technique in this study uses the Purposive Sampling  technique and the Accidental Sampling technique. The number of samples in this study was 160 respondents. The data analysis technique uses SmartPLS 4 software with the Structural Equation Modeling – Partial Least Square (SEM-PLS) model. The results of the study show that punctuality, rates, and service quality partially or simultaneously have a positive and significant effect on customer satisfaction. The Adjusted R Square  value was obtained at 0.778, which shows that punctuality, tariffs, and service quality have an influence of 77.8% on customer satisfaction of the KRL Commuter Line crossing Palur-Solo-Yogyakarta.