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Review Aplikasi Access dengan Pendekatan Webqual 4.0 untuk Meningkatkan Kepuasan Pelanggan

Year: 2025

Type: article

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.

Source: Jurnal Teknik Industri Terintegrasi

DOI: 10.31004/jutin.v8i3.45911

Authors: Mariana Diah Puspitasari, Ary Putra Iswanto, Septiana Widi Astuti, Adi Wicaksono

Institution: Politeknik Perkeretaapian Indonesia

Language: English

Topic: Technology Adoption and User Behaviour

Subfield: Information Systems and Management

Field: Decision Sciences

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4412464389

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