The Determinant Factors of KAI Access Awareness in PT. Kereta Api Indonesia from Millennial Generation Perspective

Kartono, Rano; Tamami, Afif Wildan

doi:10.21512/tw.v21i2.6781

Cited by 4 publications

(4 citation statements)

References 19 publications

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“…This means that the higher the awareness of a brand, the higher the customer satisfaction. These findings are supported by previous research conducted by Lee (2022), Kartono & Tamami (2020), and Kusumah & Lee (2020) which found that Brand awareness is positively associated with customer satisfaction. This means that Tuku Coffee's customers who are familiar with the brand and find it appealing can experience satisfaction with their overall experience.…”

Section: Discussionsupporting

confidence: 88%

“…High brand awareness increases the likelihood of customers choosing a specific brand, leading to increased customer loyalty in Korea's Franchise Coffee Shop industry (Lee, 2022). Similarly, the study by Kartono & Wildan Tamami (2020) emphasises that customer satisfaction shapes consumers' mindset and purchasing behaviour, ultimately contributing to brand awareness and repeat purchases at PT.KAI in Indonesia. (Kusumah & Lee, 2020) Finding that Green Brand Awareness positively influences customer satisfaction with Pristine 8+ packaged drinking water.…”

Section: Effect Of Brand Awareness Towards Customer Satisfactionmentioning

confidence: 98%

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Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Dampaknya terhadap Habits dan Intention to Revisit Kembali di Industri Kedai Kopi Tuku

Tomokumoro,

Berlianto

2024

BMJ

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This research aims to investigate the influence of Brand Awareness, Brand Image, Perceived Service Quality, Perceived Product Quality, Physical Environment, Customer Satisfaction, and Customer Habits on Intention to Revisit. The data was obtained through a survey involving the participation of 300 respondents. The researcher utilised primary data obtained by distributing questionnaires randomly through WhatsApp, Instagram, and other social media platforms using Google Forms. The sampling technique employed was non-probability sampling. The sampling technique used in this study is non-probability sampling. The respondents for this research consist of consumers of the Toko Kopi Tuku brand from the X, millennial, and Z generations who reside in the Jabodetabek area. In this study, a variance-based structural equation modelling approach was employed using Smart PLS (Partial Least Square) version 3.2.9 software. The study’s results explored the influence of Brand Awareness, Brand Image, and Perceived Product Quality on Customer Satisfaction, except for Perceived Service Quality and Physical Environment, which did not affect Customer Satisfaction. Customer Satisfaction also influences Customer Habits and Intention to Revisit. Similarly, Customer Habits affect Intention to Revisit. This study has contributed to the research on variables influencing Customer Satisfaction, Customer Habits, and Intention to Revisit.

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Section: Discussionsupporting

confidence: 88%

Section: Effect Of Brand Awareness Towards Customer Satisfactionmentioning

confidence: 98%

Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Dampaknya terhadap Habits dan Intention to Revisit Kembali di Industri Kedai Kopi Tuku

Tomokumoro,

Berlianto

2024

BMJ

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“…PT KAI perlu memperjelas proses ticketing untuk meminimalkan risiko pemesanan tiket, yang dapat mengurangi kepercayaan pelanggan (Suh et al, 2015). PT KAI sebaiknya meningkatkan kualitas KAI Acess karena terbukti mempengaruhi kepuasan pengguna KAI Access dan berdampak pada brand KAI Acess (Kartono & Wildan Tamami, 2020).…”

Section: Kepercayaan Penumpangunclassified

Kualitas Pelayanan Kereta-Api Dengan Pendekatan Pengalaman Penumpang dan Dampaknya Pada Kepercayaan Penumpang

Levyda

2022

j. manaj. transp. logist.

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Saat ini tersedia berbagai pilihan moda transportasi sehingga persaingan jasa transportasi sangat ketat. Kepercayaan penumpang merupakan faktor kunci untuk memenangkan persaingan. Penelitian ini bertujuan mengembangkan kualitas pelayanan multi dimensi berdasarkan pengalaman penumpang yang meliputi kualitas ticketing, kualitas stasiun dan kualitas kerata api dan menguji pengaruh kualitas pelayanan pada kepuasan dan kepercayaan penumpang. Penelitian ini merupakan penelitian kualitatif. Pengambilan sampel dilakukan dengan purposive sampling dan jumlah sampel adalah dua ratus tiga belas orang. Pengolahan data dilakukan dengan SEM Lisrel. Kualitas pelayanan ticketing, kualitas pelayanan di stasiun dan kualitas pelayanan di kereta-api yang dikembangkan dalam penelitian ini signifikan sebagai pengukur kualitas pelayanan kereta-api. Kualitas pelayanan di kereta api memiliki pengaruh lebih besar pada kualitas pelayanan dan diikuti kualitas pelayanan di stasiun dan kualitas ticketing. Kualitas pelayanan karyawan sangat menentukan kualitas stasiun dan kerata-api sedangkan proses booking menentukan kualitas ticketing. Pengaruh tidak langsung kualitas pelayanan terhadap kepercayaan penumpang melalui kepuasan penumpang, lebih tinggi daripada pengaruh langsung kualitas pelayanan terhadap kepercayaan penumpang. Kemudahan mendapat tiket, ketepatan waktu kedatangan dan keberangkatan dan kualitas air conditioning di kereta-api, perlu ditingkatkan karena kontribusinya sangat rendah. Kontribusi penelitian ini adalah pengukuran kualitas pelayanan, kepuasan dan kepercayaan penumpang yang telah tervalidasi sehingga dapat menjadi alternatif untuk mengukur variabel-variabel tersebut.

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“…This, leaves a gap on why this app is not fully used or not chosen by downloaders. According to (Cordasco, 2016), there are four reasons why the intended users do not access the application, namely: 1) the application does not provide enough value for its users (Kartono & Tamami, 2020).…”

Section: Information Technology In Kai's Transformationmentioning

confidence: 99%

Public Service Innovation Through the Implementation of the E-Boarding Pass System on Long Distance Trains at PT. Indonesian Railways (Persero)

Yudhanto

Nurjaman

2022

J. Public Policy

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This article aims to find out how to innovate the implementation of the e-boarding pass system at PT. Kereta Api Indonesia (Persero) whether delivered well to train users or not, until they switch from conventional ticket printing to ticket printing system via e-boarding pass with smartphone. The problem is focused on the e-boarding pass system which the author considers very innovative in utilizing technology that is growing every year, especially services must think how they optimize their services, one of which is by utilizing technology in changing the old system that is considered irrelevant to use and there are always problems in it by overhauling certain aspects such as purchasing and printing tickets manually through tellers are being changed to online based system ranging from purchasing or printing tickets. To approach the problem of the author using a theoretical reference from Cresswell by using a type of qualitative research that is a literature study that uses books and other literature as the main object, because the author uses literature research then the data obtained through books and literature that supports research. This paper concludes that policy innovations in the implementation of the e-boarding pass system whether it goes as expected.

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The Determinant Factors of KAI Access Awareness in PT. Kereta Api Indonesia from Millennial Generation Perspective

Cited by 4 publications

References 19 publications

Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Dampaknya terhadap Habits dan Intention to Revisit Kembali di Industri Kedai Kopi Tuku

Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Dampaknya terhadap Habits dan Intention to Revisit Kembali di Industri Kedai Kopi Tuku

Kualitas Pelayanan Kereta-Api Dengan Pendekatan Pengalaman Penumpang dan Dampaknya Pada Kepercayaan Penumpang

Public Service Innovation Through the Implementation of the E-Boarding Pass System on Long Distance Trains at PT. Indonesian Railways (Persero)

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