Analisis Pengaruh Kualitas Layanan dan Persepsi Harga Terhadap Kepuasan Pelanggan TransJakarta (Studi Kasus: TransJakarta Koridor IX Pinang Ranti – Pluit)

Abstract

The rapid population growth and high mobility of Jakarta’s residents demand improvements in the quality of public transportation services. TransJakarta, as one of the primary modes of transportation, strives to meet this demand, especially in Corridor IX which has a high passenger volume. This study aims to determine the influence of service quality and price perception on customer satisfaction of TransJakarta Corridor IX users. This research uses a quantitative method and data processing with SPSS version 25. A total of 100 respondents were selected from active users of Corridor IX. Data was collected through questionnaires that had been tested for validity and reliability. The data were analyzed using multiple linear regression. The results showed that service quality had a positive and significant effect on customer satisfaction of TransJakarta Corridor IX, as did price perception. Simultaneously, both service quality and price perception had a positive and significant effect on customer satisfaction of TransJakarta Corridor IX.