Pengaruh Kualitas Layanan dan Kepuasan Pelanggan Terhadap Reuse Intention Transportasi Lintas Raya Terpadu (LRT) Jabodebek

DYLIS HARTANTO, Prof. Wakhid Slamet Ciptono, MBA., MPM., M.P.U., Ph.D.

2026 | Tesis | S2 MANAJEMEN (MM) JAKARTA

Penelitian ini menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan dan reuse intention pada pengguna LRT Jabodebek, serta menguji kualitas layanan sebagai konstruk multidimensi yang terdiri atas functional service quality, technical service quality, comfort and cleanliness, serta service planning and reliability. Objek penelitian adalah pengguna aktif LRT Jabodebek yang telah menggunakan layanan minimal satu kali. Penelitian menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner secara langsung kepada pengguna LRT Jabodebek. Teknik pengambilan sampel menggunakan non-probability sampling dengan pendekatan purposive sampling. Jumlah responden dalam penelitian ini sebanyak 297 pengguna LRT Jabodebek yang berasal dari sembilan stasiun dengan volume pelanggan tertinggi. Analisis data dilakukan menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan two-stage approach untuk menguji konstruk multidimensi service quality. Hasil penelitian menunjukkan bahwa: (1) kualitas layanan merupakan konstruk multidimensi yang dibentuk oleh functional service quality, technical service quality, comfort and cleanliness, serta service planning and reliability; (2) kualitas layanan berpengaruh positif terhadap kepuasan pelanggan LRT Jabodebek; (3) kualitas layanan berpengaruh positif terhadap reuse intention pelanggan; dan (4) kepuasan pelanggan berpengaruh positif terhadap reuse intention pengguna LRT Jabodebek. Hasil penelitian ini menunjukkan bahwa peningkatan kualitas layanan, khususnya pada aspek keandalan layanan, kenyamanan, fasilitas, dan ketepatan waktu operasional, dapat meningkatkan kepuasan pelanggan serta mendorong pengguna untuk kembali menggunakan layanan LRT Jabodebek di masa mendatang. 

This study analyzes the influence of service quality on customer satisfaction and reuse intention among Jabodebek LRT users, and examines service quality as a multidimensional construct consisting of functional service quality, technical service quality, comfort and cleanliness, and service planning and reliability. The research subjects were active Jabodebek LRT users who had used the service at least once. This study employed a quantitative approach using a survey method through direct questionnaire distribution to LRT Jabodebek passengers. The sampling technique used was non-probability sampling with a purposive sampling approach. The total number of respondents in this study was 297 LRT Jabodebek users from nine stations with the highest passenger volumes. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) with a two stage approach to examine the multidimensional construct of service quality. The results indicate that: (1) service quality is a multidimensional construct formed by functional service quality, technical service quality, comfort and cleanliness, and service planning and reliability; (2) service quality has a positive effect on customer satisfaction of LRT Jabodebek passengers; (3) service quality has a positive effect on passengers’ reuse intention; and (4) customer satisfaction has a positive effect on reuse intention among LRT Jabodebek users. The findings suggest that improving service quality, particularly in terms of service reliability, comfort, facilities, and operational punctuality, can enhance customer satisfaction and encourage passengers to continue using LRT Jabodebek services in the future.

Kata Kunci : Kualitas Layanan, Kepuasan Pelanggan, Reuse Intention, Lintas Raya Terpadu (LRT) Jabodebek, PLS-SEM.