Abstract

Abstract


This research aims to determine the influence of facilities, services and accessibility information on passenger satisfaction at PT. Indonesian Railways (KAI) Lubuklinggau City Station. This research uses quantitative methods. This research uses a questionnaire distribution to 100 users or who have used Lubuklinggau Railway transportation services. Based on data processed using structural SmartPLS version 3.0 which is used for data analysis. The results of this research show that the effect of facilities on passenger satisfaction is negative and not significant (t-statistic 1.130, p-value 0.259 > 0.05, original sample -0.159). Thus, this hypothesis cannot be accepted. The effect of service on passenger satisfaction also shows a negative and insignificant effect (t-statistic 1.048, p-value 0.295 > 0.05, original sample -0.192). This hypothesis also cannot be accepted. The influence of accessibility information on passenger satisfaction shows a positive and significant influence (t-statistic 4.063, p-value 0.000 < 0.05, original sample 0.612). This hypothesis can be accepted and the simultaneous influence of facilities, services and accessibility information on passenger satisfaction shows a positive and significant influence (t-statistic 4.309, p-value 0.000 < 0.05, original sample 0.491). Thus this hypothesis can be accepted.Keywords: Effect of Facilities, Services, Accessibility Information, Passenger Satisfaction, KAI Lubuklinggau Station.