The Effect of Service Quality and Facilities on Transjakarta User Intention Through Customer Satisfaction Index
DOI:
https://doi.org/10.38035/dijemss.v7i6.7110Keywords:
E-Service Quality, Facilities, Customer Satisfaction Indeks, User Intention, Public TransportationAbstract
This study set out to analyze the effect of service quality and facilities on TransJakarta users’ intention, with the Customer Satisfaction Index (CSI) as a mediating variable. Public transportation plays an important role in supporting urban mobility; therefore, improving service quality is considered a key factor in maintaining sustainable usage. This research adopts a quantitative approach using a survey method, distributing questionnaires to 200 TransJakarta users in the DKI Jakarta area. Data analysis was conducted using Structural Equation Modeling based on Partial Least Squares (SEM-PLS), together with an expanded evaluation of the measurement model (loadings, AVE, Composite Reliability, HTMT, SRMR, Q², f², VIF, PLSpredict) and a Common Method Bias check (Harman’s single-factor test). When estimated directly from the item-level data, the measurement model did not meet conventional convergent-validity and reliability thresholds, and none of the hypothesized structural paths (service quality and facilities on CSI; CSI on user intention) reached statistical significance once the full model was bootstrapped. Common Method Bias was ruled out as the explanation. These findings indicate that, on this dataset, the CSI-mediation model is not empirically supported, and that the survey instrument requires re-examination before the hypothesized relationships can be meaningfully tested.
References
Aleksic, A., Ljepava, N., & Ristic, M. (2019). Smart City Transportation Services, Customer Satisfaction And Impact On The Quality Of Life. In Advances In Science, Technology And Innovation. Https://Doi.Org/10.1007/978-3-030-01659-3_39
Fan, J., & Yang, W. (2015). Study On E-Government Services Quality: The Integration Of Online And Offline Services. Journal Of Industrial Engineering And Management. Https://Doi.Org/10.3926/Jiem.1405
Fauzi, A. A. (2018). Electronic Service Quality On Mobile Application Of Online Transportation Services. Jurnal Manajemen Indonesia, 18(1). Https://Doi.Org/10.25124/Jmi.V18i1.1256
Indrawan, F., Andrian, R., Subandi, S., & Indriyati, I. (2021). The Influence Of Service Quality And Customer Satisfaction On Customer Loyalty Si Cepat Ekspres In Dki Jakarta. Advances In Transportation And Logistics Research, 4, 831–843.
Indriyati, I., Saribanon, E., Chaerudin, I., Mafrudoh, L., & Prakoso, O. S. (2025). Logistics Re-Design As A Strategy To Enhance Company Competitivenes. International Forum For University Scholars In Interdisciplinary Opportunities And Networking, 1, 703–710.
Indriyati, I., Sihombing, S., Sunaryo, O., & Dewi, N. R. (2018). Sustainable Information Technology Transformation To Modern Railway Services. Https://Doi.Org/10.2991/Grost-17.2018.19
Indriyati, Ruminda, M., & Tarina, F. (2022). Pengaruh Brand Image Dan E-Service Quality Terhadap Keputusan Pembelian Melalui Kepuasan Konsumen Online. 8(2), 1–13.
Leonnard, S., Comm, M., & Thung, F. (2017). The Relationship Of Service Quality, Word-Of-Mouth, And Repurchase Intention In Online Transportation Services. Journal Of Process Management. New Technologies, 5(4). Https://Doi.Org/10.5937/Jouproman5-15210
Liu, C. H. S., & Lee, T. (2016). Service Quality And Price Perception Of Service: Influence On Word-Of-Mouth And Revisit Intention. Journal Of Air Transport Management, 52, 42–54. Https://Doi.Org/10.1016/J.Jairtraman.2015.12.007
Marina, S., Indriyati, I., & Amin, M. R. R. (2023). The Influence Of Promotions And Service Quality On Consumer Satisfaction At Jnt Express Delivery Cipayung, East Jakarta. Advances In Transportation And Logistics Research, 6, 801–818.
Pantouvakis, A., & Patsiouras, C. (2016). Exploring The Role Of Leadership Style On The Service Quality-Customer Satisfaction Link. International Journal Of Quality And Service Sciences, 8(1), 88–101. Https://Doi.Org/10.1108/IJQSS-01-2015-0006
Rahma, A., Safitri, L. I., Yulianto, A., & Indriyati, I. (2022). Analysis Of Service Quality And Safety On Consumer Satisfaction On Go-Jek Users. Advances In Transportation And Logistics Research, 5, 70–81.
Roseline, B., Cahyaningrum, D. I., Suprihadi, S., & Indriyati, I. (2019). Optimization Analysis Of Handling Imported Goods At The Bonded Logistics Center PT. Agility International. Advances In Transportation And Logistics Research, 2, 17–22.
Silalahi, S. L. B., Handayani, P. W., & Munajat, Q. (2017). Service Quality Analysis For Online Transportation Services: Case Study Of GO-JEK. Procedia Computer Science, 124. Https://Doi.Org/10.1016/J.Procs.2017.12.181
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Indriyati Indriyati, Nita Rosmaladewi, Euis Saribanon, Dian Anom Baskoro, Otto Sugiharto Prakoso
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).
