International Journal of Education.
Social Studies.
And Management (IJESSM) e-ISSN : 2775-4154 Volume 5.
Issue 2.
June 2025 The International Journal of Education.
Social Studies, and Management (IJESSM) is published 3 times a year (February.
Juny.
Novembe.
Focus : Education.
Social.
Economy.
Management, and Culture.
LINK : http://lpipublishing.
com/index.
php/ijessm Analysis of Satisfaction and Loyalty Among Users of the Jakarta Mass Rapid Transit: What is the Role of Service Quality.
Facilities, and Perceived Price Patricia Putri Rahmanita1.
Usep Suhud2.
Nofriska Krissanya3 1,2,3 Universitas Negeri Jakarta.
Indonesia
ARTICLE INFO
Article history:
Received 05 April 2025 Revised 26 May 2025 Accepted 17 June 2025 Keywords Corresponding Author :
ABSTRACT
This study aims to examine the effects of service quality, facilities, and perceived price on customer satisfaction and customer loyalty among users of the MRT Jakarta public transportation system.
A quantitative approach was employed through an online survey using a 6-point Likert scale.
Respondents were MRT Jakarta users aged 17Ae64, residing in DKI Jakarta, who had used the service at least three times within the past week.
Data were analyzed using SPSS for preliminary analysis and Structural Equation Modeling (SEM) via AMOS for model testing.
The results indicate that service quality, facilities, and perceived price each have a positive and significant effect on both customer satisfaction and customer loyalty.
Additionally, customer satisfaction significantly influences customer loyalty.
These results suggest that improvements in service quality, the provision of convenient and wellmaintained facilities, and the perception valuable pricing contribute significantly to enhancing satisfaction and long-term loyalty among MRT Jakarta users.
Service Quality.
Facilities.
Perceived Price.
Customer Satisfaction.
Customer Loyalty.
Public Transportation patriciaputrirahmanita_1705621003@mhs.
INTRODUCTION
Jakarta, as a metropolitan city, faces significant challenges due to rapid population growth (Margaretha and Nugroho, 2.
One major consequence is the surge in private vehicle use, which reached 21,85 million units in 2022, dominated by 17,3 million motorcycles (Badan Pusat Statistik Provinsi DKI Jakarta, 2.
This increase in motorized vehicles has contributed to traffic congestion and air pollution (Muhamad, 2.
Naurah .
reported that Jakarta ranked 30th among the most congested cities globally, with the transportation sector accounting for 67,04% of total air pollution (Rosa, 2.
Furthermore, data from IQAir indicated that on August 16, 2023, at 12:00 PM local time.
Jakarta's air quality index (AQI) reached 163, making it the most polluted city in the world at that time (Anto, 2.
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 In response, the government has developed the Mass Rapid Transit (MRT) system as a strategic initiative to reduce congestion and pollution (Winni and Mataram, 2.
MRT Jakarta offers advantages in terms of passenger capacity, speed, and accessibility (Afrilia et al.
, 2.
In 2023, the number of MRT passengers rose to 33.
540, marking a 37% increase from 2019, which reflects growing public trust in the system.
A key factor in maintaining this trust is service quality, which plays a vital role in fostering long-term customer relationships and loyalty (Sirajuddin et al.
, 2021.
Nasution et al.
, 2.
However, the quality of MRT JakartaAos services is not without challenges.
CNN Indonesia .
reported an incident involving the collapse of construction material from the Attorney GeneralAos Office project onto the MRT track, resulting in service disruption and passenger congestion.
Facilities are also a critical aspect, as well-maintained facilities can enhance service delivery and customer experience (Adawia et al.
, 2.
Diratama .
noted public complaints on social media regarding delays in the tap-in and tap-out system, which caused long queues.
Faiz .
added that card tapping machines frequently malfunction, especially during peak hours, impeding passenger Another influential factor in user satisfaction is perceived price.
Othman et .
and Nasution et al.
highlight that travel costs remain a sensitive concern for many users, while Witama and Keni .
emphasize that a fair perception of price can positively affect satisfaction.
However.
MRT fares are still perceived as relatively expensive compared to other modes such as Transjakarta (Nurcahyo, 2024.
Janati & Maullana, 2.
Customer satisfaction is essential in cultivating loyalty (SaAoilin et al.
, 2.
Consumers tend to be satisfied when their expectations are met and highly satisfied when their expectations are exceeded (Nizwar et al.
, 2.
Loyalty is reflected in repeat usage, commitment to the service, and recommendations to others (Kurniawan et al.
, 2024.
Cahyani et al.
, 2.
This study is grounded in Expectation Confirmation Theory (ECT), developed by (Oliver, 1.
, which originates from consumer behavior and social psychology research (Hossain & Quaddus, 2.
ECT is commonly employed to examine customer satisfaction, repurchase intention, and loyalty (Bhattacherjee, 2001.
Fu et al.
, 2.
Prior studies have shown that satisfaction is a direct predictor of loyalty (Dabholkar et al.
, 2000.
Gotlieb et al.
, 1994.
Olsen.
Taylor & Baker, 1.
Thus.
ECT provides a relevant theoretical framework to analyze the relationship between customer satisfaction and loyalty in the context of service industries (Vijay, 2025.
Fauzia Ratna Dewi et al.
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 Given the empirical gaps and inconsistencies identified in prior studies, there is a need for further research to explore this issue comprehensively.
Therefore, this study aims to address the research gap by analyzing the influence of service quality, facilities, and perceived price on customer satisfaction and customer loyalty in the context of public transportation RESEARCH METHOD This research applies a quantitative approach with data collection through a questionnaire filled out by 259 respondents.
The respondents were users of MRT Jakarta who reside in Jakarta and had used the service at least three times within the past week.
A non-probability sampling technique was applied using purposive sampling.
Data analysis was conducted using SPSS to assess the validity and reliability of the measurement instruments, while the structural model was tested using Structural Equation Modeling (SEM) with AMOS Figure 1.
Theoretical Framework Based on Figure 1, the hypotheses proposed in this study are as follows:
H1: Service quality has a positive and significant effect on customer satisfaction.
H2: Facilities have a positive and significant effect on customer satisfaction.
H3:Perceived price has a positive and significant effect on customer satisfaction.
H4: Service quality has a positive and significant effect on customer loyalty.
H5: Facilities have a positive and significant effect on customer loyalty.
H6: Perceived price has a positive and significant effect on customer loyalty.
H7: Customer satisfaction has a positive and significant effect on customer International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
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June 2025
Page 979-994
RESULT AND DISCUSSION
Respondents Experience Information and Characteristics Table 1.
Experience Information & Characteristics of Respondents Total Percentage Frequency 3Ae5 times 41,3% of MRT 5Ae7 times 32,4% Usage (Past More than 7 times 26,3% Wee.
Total
Total Percentage Commuting to/from work
63,3%
Going to school/university 8,9% Purpose of Social activities .
, malls, 27,0% MRT Use recreation, etc.
Others 0,8% Total
Female 67,6% Gender
Male
32,4%
Total
17Ae25 years 44,8% 26Ae35 years 48,6% 36Ae45 years 6,2% Age Group 46Ae50 years 0,4% 51Ae60 years 0,0% > 60 years 0,0% Total
South Jakarta
56,8%
East Jakarta
15,8%
Central Jakarta
17,0%
Domicile West Jakarta
5,0%
North Jakarta
5,4%
Total
Below high school
0,4%
Senior high school
27,0%
Highest
Diploma
9,7%
Educational BachelorAos degree 59,1% Attainment Postgraduate (Master/Doctorat.
3,9% Total
Student
31,7%
Private employee 45,2% Occupation Government employee 18,9% Entrepreneur
3,1%
Retired 0,0% International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 Others 1,2% Total Source: Processed by Researchers .
The Table 1 indicates that the majority of respondents were female, totaling 175 people .
,6%).
Most respondents are in the age range of 26-35 years with 126 people .
,6%).
The distribution of respondents' domicile is dominated by South Jakarta as many as 147 people .
,8%).
The frequency of using the Jakarta MRT in the past week was mostly in the range of 3-5 times .
respondents, 41,3%).
The main purpose of using the MRT is to go to or from work, which was expressed by 164 respondents .
,3%).
In addition, the majority of respondents have a bachelor's degree (S.
, as many as 153 people .
,1%) and work as private employees as many as 117 people .
,2%).
When viewed from the frequency of use of the Jakarta MRT in the past week, most respondents used the MRT 3-5 times .
people, 41,3%) and the main purpose of using the Jakarta MRT was to go to or from work, as stated by 164 respondents .
,3%).
Validity and Reliability Test Based on the results of the Exploratory Factor Analysis (EFA) for each variable, as presented in Table 2, it was found that the constructs of service quality, facilities, perceived price, customer satisfaction, and customer loyalty have a loading factor value > 0,50.
Average Variance Extrated (AVE) value > 0,50.
Cronbach's alpha value Ou 0,70, and composite reliability value Ou 0,70.
Thus, it can be concluded that all indicator items on each variable have very good validity and reliability, indicated by a significant loading factor value.
Table 2.
Validity and Reliability Test Results Loading Cronbach' Composite Item
Statement
AVE
Factor
s Alpha
Reliability Service Quality SQ1
SQ2
SQ3
The appearance of the MRT Jakarta staff or drivers is neat and MRT Jakarta trains are always clean, hygienic and comfortable to MRT Jakarta trains arrive on time at each 0,886 0,669 0,875 0,910 0,810 0,832 International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
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Page 979-994
Item
SQ4
SQ5
Loading Factor Statement Information about MRT Jakarta schedules and services is well MRT Jakarta officers or drivers are always polite and friendly to AVE Cronbach' s Alpha Composite Reliability 0,605 0,835 0,884 0,876 0,909 0,776 0,780 Facilities The seating arrangements in the waiting areas of MRT Jakarta stations are The clarity of audio announcements on the MRT Jakarta is Handrails on MRT Jakarta trains are comfortable for standing passengers.
Mobile signal strength at MRT Jakarta stations is good.
Mobile signal strength inside MRT Jakarta trains is good.
0,755
0,773
0,754
0,791
0,815
Perceived Price
PP1
PP2
PP3
Using MRT Jakarta services helps reduce my travel costs.
MRT Jakarta offers affordable fares.
MRT Jakarta ticket
0,812
0,668
0,852
0,839
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025
Page 979-994
Item
PP4
PP5
Loading Factor Statement prices are reasonable.
Considering the quality of service provided.
MRT Jakarta fares are fair.
The cost of using MRT
Jakarta is very AVE
Cronbach' s Alpha
Composite Reliability 0,890 0,920 0,832 0,883 0,775 0,806 Customer Satisfaction CS1
CS2
CS3
CS4
CS5
My overall experience using MRT Jakarta services is very I feel that choosing MRT Jakarta was the right decision.
MRT Jakarta has a good public image and The services provided by MRT Jakarta meet my expectations.
I feel comfortable and happy using MRT
0,879
0,817
0,817
0,698
0,824
0,838
Customer Loyalty CL1
CL2
CL3
I consider MRT Jakarta my primary choice for public transportation.
I plan to continue using MRT Jakarta services in the future.
I will share positive experiences about using MRT Jakarta with others.
0,763
0,776
0,600
0,803
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025
Page 979-994
Item
Statement
Loading Factor
AVE
Cronbach' s Alpha
Composite Reliability I will recommend
CL4
others to use MRT
0,769
Jakarta services.
I feel more comfortable CL5
when using MRT
0,763
Jakarta services.
Source: Processed by Researchers .
Full Model Based on the full structural model illustrated in Figure 2 and the analysis outcomes presented in Table 3, the results indicate that the model has not met the goodness of fit criteria.
The goodness of fit values obtained are P = 0,000.
GFI = 0,883, and AGFI = 0,857, which are still below the model feasibility Therefore, it is necessary to adjust the model to fit the eligibility One of the steps that can be taken is to eliminate some indicators so that the model reaches an adequate level of fit.
In this study, six statement indicators were eliminated to meet all goodness of fit criteria, namely SQ5.
F5.
PP1.
PP3.
CS1, and CL1.
Figure 2.
AMOS Full Model Source: Processed by Researches .
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 Table 3.
AMOS Full Model Test Results Index
Cut-off Value Result Model Evaluation Lack of Fit
Ou 0,05 0,000 Fitted CMIN/DF O 2,00 1,602 Lack of Fit
GFI
Ou 0,90 0,883 Lack of Fit
AGFI
Ou 0,90 0,857 Fitted CFI
Ou 0,90 0,957 TLI
Ou 0,90 0,951 Fitted RMSEA
O 0,08
0,048
Fitted Fitted RMSR
< 0,05
0,047
Source: Processed by Researches .
Fitted Model Figure 3 shows the model testing results following the modification process, which involved the elimination of six statement indicators.
As shown in Table 4, the modified model resulting a P value of 0,178, a CMIN/DF of 1,109.
GFI of 0,941.
AGFI of 0,921.
CFI of 0,994.
TLI of 0,992.
RMSEA of 0,021, and RMSR of 0,036.
Thus, it can be concluded that this research model has met the criteria for goodness of fit and is declared a fit model so that hypothesis testing can be carried out.
Figure 3.
AMOS Fitted Model Source: Processed by Researches .
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 Table 4.
AMOS Fitted Model Test Results Index
Cut-off Value Result Model Evaluation Ou 0,05 0,178 Fitted CMIN/DF O 2,00 1,109 Fitted GFI
Ou 0,90 0,941 Fitted AGFI
Ou 0,90 0,921 Fitted CFI
Ou 0,90 0,994 Fitted TLI
Ou 0,90 0,992 Fitted RMSEA
O 0,08
0,021
Fitted RMSR
< 0,05
0,036
Fitted Source: Processed by Researches .
Hypotesis Test Table 5 presents the results of hypothesis testing in this study.
The hypothesis is accepted if the Critical Ratio (CR) value > 1,96 and the significance value (P-valu.
< 0,05.
Conversely, if the C.
value < 1,96 and the P-value > 0,05, the hypothesis is rejected.
Table 5.
Hypothesis Test Results Hypo
PIndependen
Dependent Valu Estimates Results t Variable Variable Service Customer Accepte Ie
5,612
***
0,547
Quality Satisfaction Customer Accepte Facilities Ie
2,630 0,009
0,247
Satisfaction Perceived Customer Accepte Ie
2,845 0,004
0,237
Price
Satisfaction Service Customer Accepte Ie
3,038 0,002
0,270
Quality Loyalty Customer Accepte Facilities Ie
1,991 0,046
0,152
Loyalty Perceived Customer Accepte Ie
2,073 0,038
0,141
Price
Loyalty Customer Customer Accepte Ie
4,124
***
0,400
Satisfaction Loyalty Source: Processed by Researches .
International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 Service Quality and Customer Satisfaction The results of the hypothesis testing indicate that service quality has a positive and significant effect on customer satisfaction, as evidenced by a value of CR = 5,612 > 1,96 and P = *** (< 0,.
< 0,05.
Therefore, the first hypothesis is This finding is consistent with previous studies by Yunani et al.
Zhong and Moon .
, and Samosir et al.
, which highlight the critical role of service quality in enhancing customer satisfaction.
Similarly.
Purnandika and Septiana .
emphasize that improvements in service quality are among the primary drivers of customer satisfaction.
These results suggest that when MRT Jakarta delivers services that meet or exceed customer expectations, users are more likely to experience a higher level of satisfaction with the service provided.
Facilities and Customer Satisfaction The results of the analysis indicate that facilities have a positive and significant effect on customer satisfaction, as demonstrated by a value of CR = 2,630 > 1,96 and P = 0,009 < 0,05.
Accordingly, the second hypothesis is This finding aligns with the results of prior studies by Samosir et al.
Setyorini et al.
, and Christiano et al.
, which emphasize the significant influence of facilities on passenger satisfaction levels.
Prasidi et al.
further assert that adequate facilities play a vital role in meeting customer expectations and enhancing user satisfaction.
These findings highlight the importance of MRT Jakarta in ensuring the availability of proper facilities, both within stations and onboard trains to support user comfort and foster a positive and satisfying travel experience Perceived Price and Customer Satisfaction The results of the analysis demonstrate that perceived price has a positive and significant effect on customer satisfaction, as indicated by a value of CR = 2,845 > 1,96 and P = 0,004 < 0,05.
Therefore, the third hypothesis is supported.
This finding is consistent with previous studies by Zhong and Moon .
Syah et al.
, and Setiawan .
, which identified a significant relationship between perceived price and customer satisfaction.
Rahayu et al.
emphasize that a favorable price perception enhances customer satisfaction, whereas a negative perception may diminish it.
These results suggest that perceived price is not merely about the monetary amount paid, but rather about the extent to which MRT Jakarta users perceive the fare as commensurate with the quality of service received during their travel International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 Service Quality and Customer Loyalty The analysis results indicate that service quality has a positive and significant effect on customer loyalty, as evidenced by a value of CR = 3,038 > 1,96 and P = 0,002 < 0,05.
Therefore, the fourth hypothesis is supported.
This finding reinforces the results of previous studies conducted by Dam and Dam .
Lukiyana and Pratama .
, and Mutazayid et al.
, which found that service quality positively influences customer loyalty.
Hanjaya and Setiawan .
further emphasize that optimal service delivery enhances customer satisfaction, which in turn encourages continued usage of a product or service (Natasya Prawesti, & Kuswanto, 2.
These results suggest that when MRT Jakarta consistently delivers reliable and expectation-aligned services, users are more likely to remain loyal and continue utilizing the service over time.
Facilities and Customer Loyalty The analysis results indicate that facilities have a positive and significant effect on customer loyalty, with a value of CR = 1,991 > 1,96 and P = 0,046 < 0,05.
Thus, the fifth hypothesis is accepted.
This finding is consistent with previous studies by Nurasiah et al.
Winata and Prabowo .
, and Amelia and Safitri .
, which highlight that consumer loyalty is positively influenced by the quality of facilities provided.
Ramadhani and Putra .
, further emphasize that well-maintained facilities contribute to sustaining customer loyalty toward a service or product (Ritonga et al.
, 2.
These results suggest that the quality and completeness of facilities offered by MRT Jakarta, both at stations and within the trains, play a crucial role in shaping usersAo loyalty toward the service.
Perceived Price and Customer Loyalty The analysis results show that perceived price has a positive and significant effect on customer loyalty, with a vaue of CR = 2,073 > 1,96 and P = 0,038 < 0,05.
Accordingly, the sixth hypothesis is supported.
This finding is consistent with the studies conducted by Rahayu et al.
Agung and Pudjoprastyono .
, and Diana and Azizah .
, which demonstrate that perceived price significantly enhances customer loyalty.
These results indicate that when users of MRT Jakarta perceive the fare as reasonable and aligned with the benefits and quality of service received, they are more likely to continue using the service consistently.
Customer Satisfaction and Customer Loyalty The analysis results indicate that customer satisfaction has a positive and significant effect on customer loyalty, with a value of CR = 4,124 > 1,96 and P = *** (< 0,.
< 0,05.
Thus, the seventh hypothesis is accepted.
This finding International Journal of Education.
Social Studies.
And Management (IJESSM) Volume 5.
Issue 2.
June 2025 Page 979-994 reinforces previous studies by Syah et al.
Hamzah et al.
, and Agiesta et al.
, which identified customer satisfaction as a key determinant of user loyalty.
Alsadoun and Alnasser .
emphasize that organizations prioritizing customer satisfaction tend to achieve higher levels of customer loyalty.
The results suggest that a high level of satisfaction with MRT JakartaAos services is associated with a greater likelihood of continued use, indicating that satisfied users are more inclined to remain loyal and consistently choose MRT Jakarta as their primary mode of public transportation.
CONCLUSION
The findings of this study indicate that service quality, facilities, and perceived price have a positive and significant effect on both customer satisfaction and customer loyalty among MRT Jakarta users.
In addition, customer satisfaction is also proven to play an important role in enhancing customer loyalty.
These results suggest that good service quality, adequate facilities, and prices perceived as fair by users can improve satisfaction, which ultimately drives loyalty toward MRT Jakarta services.
This supports the framework of Expectation Confirmation Theory (ECT), which posits that satisfaction formed through the alignment between initial expectations and actual experiences serves as a key foundation for building user loyalty.
Therefore, it is essential for MRT Jakarta to consistently maintain service quality, ensure the availability of adequate facilities both at stations and on trains, and preserve a fair price perception in order to sustain customer satisfaction and loyalty.
REFERENCES