The Impact of System Quality, Information Quality, and Service Quality of Rail Ticketing System (RTS) on Customer Satisfaction of PT. Kereta Api Indonesia

Ovi Selviani Waruwu, Putri Andini, Selvia Sari Waruwu, Fitriani Zebua, Della Crisanta and Dwi Fany Fransiska Dewi Butar Butar
Additional contact information
Ovi Selviani Waruwu: STIE IBMI MEDAN
Putri Andini: STIE IBMI MEDAN
Selvia Sari Waruwu: STIE IBMI MEDAN
Fitriani Zebua: STIE IBMI MEDAN
Della Crisanta: STIE IBMI MEDAN
Dwi Fany Fransiska Dewi Butar Butar: STIE IBMI MEDAN

Global Insights in Management and Economic Research, 2025, vol. 1, issue 02, 33-37

Abstract: Purpose of the study: This research aims to examine the influence of system quality, information quality, and service quality of the Rail Ticketing System (RTS) on customer satisfaction among PT. Kereta Api Indonesia passengers in Medan City. Materials and methods: A quantitative cross-sectional study was conducted with 385 passengers of PT. Kereta Api Indonesia in Medan City, Indonesia, selected through purposive sampling. Data were collected using structured questionnaires measuring system quality, information quality, service quality, and customer satisfaction. Statistical analyses included descriptive statistics, Pearson correlation analysis, and path regression analysis using SPSS version 28. Results: The findings revealed that system quality (β = 0.324, p

Keywords: rail ticketing system; customer satisfaction; system quality; information quality; service quality; digital transformation; public transportation (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://journal.igiinsight.com/index.php/gimer/article/view/14 Abstract page (text/html)
https://journal.igiinsight.com/index.php/gimer/article/download/14/16 Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eof:igimer:v:1:y:2025:i:02:id:14

DOI: 10.53905/Gimer.v1i02.6

Access Statistics for this article

More articles in Global Insights in Management and Economic Research from INSPIRETECH GLOBAL INSIGHT
Bibliographic data for series maintained by Relitha Hayatun Nugraha, S.Sos ().