Review Aplikasi Access dengan Pendekatan Webqual 4.0 untuk Meningkatkan Kepuasan Pelanggan

Mariana Diah Puspitasari; Ary Putra Iswanto; Septiana Widi Astuti; Adi Wicaksono

doi:10.31004/jutin.v8i3.45911

Review Aplikasi Access dengan Pendekatan Webqual 4.0 untuk Meningkatkan Kepuasan Pelanggan

Authors

Mariana Diah Puspitasari Politeknik Perkeretaapian Indonesia Madiun
Ary Putra Iswanto Manajemen Transportasi Perkeretaapian, Politeknik Perkeretaapian Indonesia Madiun
Septiana Widi Astuti Teknologi Bangunan dan Jalur Perkeretaapian, Politeknik Perkeretaapian Indonesia Madiun
Adi Wicaksono Pemerintah Kota Kediri

DOI:

https://doi.org/10.31004/jutin.v8i3.45911

Keywords:

WebQual, Access, Customer, Railway

Abstract

PT Kereta Api Indonesia (Persero) launched "Access by KAI," an updated version of their "KAI Access" train ticket booking app. This study assessed user satisfaction with the Access app using Webqual 4.0 dimensions: usability, information quality, and service interaction. Researchers surveyed 400 users, analyzing their responses descriptively. The findings indicate a very satisfied user base across all Webqual 4.0 dimensions. Information quality received the highest average score, followed by usability, and then service interaction. Overall customer satisfaction with the Access app was also very high, surpassing the scores of individual dimensions.

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Published

2025-07-04

How to Cite

Puspitasari, M. D., Iswanto, A. P., Astuti, S. W., & Wicaksono, A. (2025). Review Aplikasi Access dengan Pendekatan Webqual 4.0 untuk Meningkatkan Kepuasan Pelanggan. Jurnal Teknik Industri Terintegrasi (JUTIN), 8(3), 2422–2429. https://doi.org/10.31004/jutin.v8i3.45911