MATEC Web Conf.
Volume 181, 2018The 1st International Symposium on Transportation Studies for Developing Countries (ISTSDC 2017)
|Number of page(s)||7|
|Section||Operation and Maintenance of Transportation Systems and Infrastructures|
|Published online||30 July 2018|
Passenger satisfaction with railway station service quality: An Ordinal Logistic Regression approach
University of Jember, Department of Civil Engineering, Jember, East Java, Indonesia
Corresponding author: firstname.lastname@example.org
The objective of this paper is to examine the service quality dimensions and passenger characteristics and its effect on passenger’s satisfaction on railway station. Jember Railway Station is a survey location where the questionnaires were spread. A total of 400 respondents who departure from Jember Railway Station were selected via convenience sampling method. The effects of characteristics and service quality items on the overall satisfaction were estimated using probabilistic approach. The thirteen service items extracted from Guidelines for Standardization of Railway Stations provide a representative framework of how passengers evaluate railway station service quality. This study illustrates how the probabilistic approach may be used for the direction of the effects of service quality and passengers’ characteristics on the probability that a passenger presents higher level of overall satisfaction. Direction for future research is presented.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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