Muhammad, Ilfan Ramadani (2025) ANALISIS PENGARUH KEMUDAHAN PENGGUNAAN DAN KEPERCAYAAN KONSUMEN PENGGUNA APLIKASI KAI ACCESS SEBAGAI MEDIA PEMESANAN DAN PEMBATALAN TIKET TERHADAP KEPUASAN PELANGGAN DI STASIUN JEMBER. SKRIPSI.
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Abstract
The study focuses more on kai access application users in large urban areas, while understanding in operational areas such as KAI Daop 9 Jember, especially at Jember Station, is still minimal. The sample in this study was 100 users of the KAI Access application to determine whether or not there is an influence of the variables of ease of use, consumer trust, ticket reservations and ticket cancellations on customer satisfaction. The data analysis used in this study is descriptive analysis and quantitative analysis, data analysis using linear regression with the help of SPSS V25. The results of the study with partial t-test hypothesis testing show that ease of use, consumer trust, ticket reservations and ticket cancellations have a positive and significant effect on customer satisfaction at Jember Station. Based on the results of the study, it can be seen that the research model of the multiple linear regression equation is Y = 1.090 + 0.419 X1 + 0.392 X2 + 0.186 X4 + 0.053 X4 + µ. From the regression equation, it is known that the most dominant variable influencing customer satisfaction is ease of use with a coefficient of 0.419 and the RSquare test obtained a result of 0.541 or 54.1% which means that customer satisfaction is influenced by ease of use, consumer trust, ticket booking and ticket cancellation through the KAI Access application and other factors that influence customer satisfaction are 45.9%. The conclusion of this study is that the ease of use variable is good but must be improved to make it easier for passengers to use the KAI Access application, the consumer trust variable is also good and needs to be maintained and improved so that many consumers use the KAI Access application, the booking variable is also good but needs to be improved so that there are no errors when booking tickets and the cancellation variable is also good but needs to be improved so that the refund information is clear. Keywords: KAI Access, Ease of Use, Consumer Trust, Ticket Booking, Ticket Cancellation, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 212204072 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Jul 2025 04:21 |
| Last Modified: | 11 Jul 2025 04:21 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6641 |
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