PENGARUH PENGALAMAN PENGGUNA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA KRL Commuter Line RUTE BOGOR-JAKARTA KOTA

Abstract

Population growth in DKI Jakarta has increased transportation demand, prompting the government to develop public transportation modes such as the KRL Commuter Line to reduce traffic congestion. However, the rising number of KRL users has not been accompanied by an increase in user satisfaction, as unmet expectations regarding user experience and service quality have led to a high volume of complaints on social media. This study aims to examine the influence of user experience and service quality on user satisfaction with the KRL Commuter Line on the Bogor Jakarta Kota route. This research employs a quantitative approach with an explanatory research design, using questionnaires and user documentation as data collection methods. Probability sampling with a simple random sampling technique was applied, involving 110 respondents distributed across stations along the Bogor–Jakarta Kota Commuter Line route. The data analysis techniques used include Spearman correlation analysis, cross-tabulation analysis, coefficient of determination testing, and Kendall’s concordance test. The results indicate that user experience and service quality have a positive and significant effect on user satisfaction. Partially, both user experience and service quality individually exert a significant influence. Simultaneously, these two variables also demonstrate a strong effect on user satisfaction. The study recommends improving carriage crowd management during peak hours, strengthening random patrols conducted by security personnel, intensifying cleaning schedules, directing passengers to less crowded carriages to allow access to seating, handholds, or at least more comfortable space, conducting thorough inspections of air circulation systems, and enhancing consistency in facility inspections.