Assessing the Impact of Service Quality, Price, and Perceived Value on Customer Satisfaction: A Case Study of Jabodebek LRT at Jatimulya Station
DOI:
https://doi.org/10.53748/jbms.v4i2.98Keywords:
service quality, price, perceived value, satisfaction, light rail transitAbstract
The objective of this research is to investigate the influence of service quality, price, and perceived value on customer satisfaction among users of the Jabodebek LRT at Jatimulya Station. Given the increasing usage of the Jabodebek LRT and the reported dissatisfaction among customers regarding service quality, particularly at Jatimulya Station, the study aims to identify the key factors that contribute to customer satisfaction. The research employed a quantitative methodology with a comparative causality approach, focusing on the influence of service quality, price, and perceived value on customer satisfaction among users of the Jabodebek LRT at Jatimulya Station, utilizing a questionnaire distributed via Google Forms. Data analysis was conducted using the Partial Least Square (PLS) method with SmartPLS software to assess the relationships between the variables and ensure the validity and reliability of the measurement models. The findings of the research indicate that all three variables—service quality, price, and perceived value—significantly influence customer satisfaction among users of the Jabodebek LRT at Jatimulya Station. The novelty of the research lies in its focus on the specific context of the Jabodebek LRT at Jatimulya Station, addressing the unique challenges and customer feedback related to service quality, pricing, and perceived value. This study is among the first to systematically analyze these factors and their direct impact on customer satisfaction in this newly operational mass transit system, providing valuable insights for future improvements.
Downloads
References
Abdullah, K., Jannah, M., Aiman, U., Hasda, S., & Fadilla, Z. (2022). Metodologi Penelitian Kuantitatif. Yayasan Penerbit Muhammad Zaini.
Citra, B. S. A., Setiono, B., Pangaribuan, C. H., & Ambarwati, M. F. L. (2021). The influence of service quality on public satisfaction and public trust: A study on Jakarta public health services during COVID-19 pandemic. Journal of Business, Management, and Social Studies, 1(1), 48-57.
Dhenarisa, R. M., Nugraha, A. S., Gavrie, A. C., & Sahara, S. (2023). Analysis of the Quality of Service Light Rail Transit (LRT) Pegangsaan Dua-Velodrom. Jurnal Manajemen Riset Inovasi, 1(3), 31–38.
Finaka, A. W. (2019). Apa Bedanya MRT, LRT, dan KRL? Indonesiabaik.Id. https://indonesiabaik.id/infografis/apa-bedanya-mrt-lrt-dan-krl
Flora, H., & Debbie, L. (2000). Productivity and service quality: An essential reading for service providers. Prentice-Hall.
Gagnepain, P., Massoni, S., Staropoli, C., & Mayol, A. (2024). The Effect of Public Transport Pricing Policy: Experimental Evidence. 1–35.
Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis. In International Journal of Multivariate Data Analysis (Seventh Ed, Vol. 1, Issue 2). Pearson Education Limited.
Hair, J. R., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Kotler, P., & Armstrong, G. (2018). Principles of Marketing (15th ed.). Global Edition.
Kotler, P., & Keller, K. L. (2016). Marketing Management, 15th ed. Pearson.
Meliana, & Pangaribuan, C. H. (2024). Analysis of factors that influence the purchase intention of electric vehicles in Indonesia: An extended Theory of Planned Behavior. Journal of Social Science (JOSS), 3(12), 2019-2039.
Paananen, A., & Seppänen, M. (2013). Reviewing customer value literature: Comparing and contrasting customer values perspectives. Intangible Capital, 9(3), 708–729. https://doi.org/10.3926/ic.389
Paradilla, M., Nurfitriani, N., Nur, N. H., & Niartiningsih, A. (2024). Analisis Pengaruh Customer Perceived Value terhadap Kepuasan Pasien Umum pada Instalasi Rawat Inap Rumah Sakit Umum Daerah Kota Makassar. INSOLOGI: Jurnal Sains Dan Teknologi, 3(1), 125–131. https://doi.org/10.55123/insologi.v3i1.3190
Patomäki, H. (2024). Prices, values, and good: toward a synthesis of economic and normative theory. Globalizations, 21(7), 1330–1343. https://doi.org/10.1080/14747731.2024.2349316
Payne, A., & Holt, S. (2001). Diagnosing Customer Value: Integrating The Value Process And Relationship Marketing. British Journal of Management, 12(2), 159–182. https://doi.org/10.1111/1467-8551.00192
Putra, A. P., & Pangaribuan, C. H. (2025). Purchase intention in online travel agents influenced by service quality, online review, and perceived ease of use mediated by brand trust. Journal of Social Science, 4(2), 159-165.
Rahadi, D. R. (2023). Pengantar Partial Least Squares Structural Equation Model (PLS-SEM) 2023. CV. Lentera Ilmu Madani, Juli, 146.
Rizal, B. (2024). KAI Commuter Catat Rekor Volume Pengguna CommuterLine di Wilayah Pada Masa Angkutan Lebaran 2024 - Sukses Layani 20,9 Juta Pengguna. KAI Commuter. https://commuterline.id/informasi-publik/berita/kai-commuter-catat-rekor-volume-pengguna-commuter-line-di-wilayah-pada-masa-angkutan-lebaran-2024-sukses-layani-20-9-juta-pengguna
Rizky, M. (2024). Lebih Singkat! Waktu Tunggu LRT Jabodebek Sekarang Cuman 5,5 Menit. https://www.cnbcindonesia.com/news/20240506123614-4-536033/lebih-singkat-waktu-tunggu-lrt-jabodebek-sekarang-cuma-55-menit
Rumuat, C. N. (2024). Melihat Drama Commuterline KRL: Keluhan dan Solusi Masyarakat Indonesia. Kumparan.Com. https://kumparan.com/cherry-nathania/melihat-drama-commuterline-krl-keluhan-dan-solusi-masyarakat-indonesia-21s0ZrZrAE4/2
Sianipar, A. (2020). Kajian Preferensi Masyarakat Dalam Menggunakan Lrt Jabodebek. Jurnal Penelitian Transportasi Darat, 21(1), 13–20. https://doi.org/10.25104/jptd.v21i1.962
Sibarani, R. (2023). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Mahasiswa Dengan Kepuasan Sebagai Variabel Intervening. Prosiding, 3(4), 10–17. https://doi.org/10.59134/prosidng.v3i.288
Subagio, H., & Saputra, R. (2012). Pengaruh Perceived Service Quality, Perceived Value, Satisfaction Dan Image Terhadap Customer Loyalty (Studi Kasus Garuda Indonesia). Jurnal Manajemen Pemasaran, 7(1), 42–51. https://doi.org/10.9744/pemasaran.7.1.42-52
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Tan, L. P., & Le, T. H. (2023). The influence of perceived price and quality of delivery on online repeat purchase intention: The evidence from Vietnamese purchasers. Cogent Business & Management, 10(1). https://doi.org/10.1080/23311975.2023.2173838
Timokhina, G., Mkhitaryan, S., Skorobogatykh, I., Ivashkova, N., & Shirochenskaya, I. (2022). Managing Customer Satisfaction with Metropolitan Public Transport Services Based on Perceived Quality Assessments. Journal of Eastern European and Central Asian Research, 9(3), 447–461. https://doi.org/10.15549/jeecar.v9i3.789
Wibawana, W. A. (2024). Info Penyesuaian Tarif LRT Jabodebek Mulai 1 Juli 2024, Cek di Sini. Detik News. https://news.detik.com/berita/d-7417060/info-penyesuaian-tarif-lrt-jabodebek-mulai-1-juli-2024-cek-di-sini
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Journal of Business, Management, and Social Studies
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 (CC 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
