Application of the Kano Model to Investigate the Service Quality of Light Rail Transit (LRT) Jabodebek

Bagas Dwi Pamungkas () and Widya Paramita ()
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Bagas Dwi Pamungkas: Universitas Gadjah Mada, Faculty of Economics and Business
Widya Paramita: Universitas Gadjah Mada, Faculty of Economics and Business

A chapter in Proceedings of the 12th Gadjah Mada International Conference on Economics and Business (GAMAICEB 2024), 2025, pp 396-423 from Springer

Abstract: Abstract The Light Rail Transit (LRT) Jabodebek has garnered diverse sentiments on social media, encompassing both positive and negative feedback. These findings indicate that there are complaints from users regarding the suboptimal quality of the LRT Jabodebek services. Service quality is evaluated through five dimensions: responsiveness, assurance, tangibles, empathy, and reliability. The research questions focus on understanding the service quality performance delivered by LRT Jabodebek, the perception of service quality from the perspective of the customers, and the service attributes that need improvement to enhance customer satisfaction based on the Kano model approach. Application of the Kano model to assess the quality of services provided by the LRT Jabodebek. This approach provides a comprehensive understanding of customer preferences and the relative importance of different service attributes. This study adopts a quantitative research approach, employing a survey method to collect data from LRT Jabodebek users. The Confirmatory Factor Analysis (CFA) method was used to test the construct validity. The findings offer insights proportion of one-dimensional quality attributes (O) predominates in the service quality of LRT Jabodebek, necessitating the improvement of these attributes to enhance overall user satisfaction. The rankings, which highlight the importance of increasing consumer satisfaction and reducing dissatisfaction, are dominated by attributes such as tangibles, empathy, and assurance. The application of the Kano model identifies crucial service attributes for customer satisfaction that should be prioritized for service enhancement. These research findings can inform policymakers and service providers in developing strategies to address the identified service quality issues and improve the overall quality of LRT Jabodebek services.

Keywords: Service Quality; Kano Model; Light Rail Transit (LRT) Jabodebek; Transportation services; Customer satisfaction (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-692-5_21

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