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The Impact of System Quality, Information Quality, and Service Quality of Rail Ticketing System (RTS) on Customer Satisfaction of PT. Kereta Api Indonesia

Author

Listed:
  • Ovi Selviani Waruwu

    (STIE IBMI MEDAN)

  • Putri Andini

    (STIE IBMI MEDAN)

  • Selvia Sari Waruwu

    (STIE IBMI MEDAN)

  • Fitriani Zebua

    (STIE IBMI MEDAN)

  • Della Crisanta

    (STIE IBMI MEDAN)

  • Dwi Fany Fransiska Dewi Butar Butar

    (STIE IBMI MEDAN)

Abstract

Purpose of the study: This research aims to examine the influence of system quality, information quality, and service quality of the Rail Ticketing System (RTS) on customer satisfaction among PT. Kereta Api Indonesia passengers in Medan City. Materials and methods: A quantitative cross-sectional study was conducted with 385 passengers of PT. Kereta Api Indonesia in Medan City, Indonesia, selected through purposive sampling. Data were collected using structured questionnaires measuring system quality, information quality, service quality, and customer satisfaction. Statistical analyses included descriptive statistics, Pearson correlation analysis, and path regression analysis using SPSS version 28. Results: The findings revealed that system quality (β = 0.324, p

Suggested Citation

  • Ovi Selviani Waruwu & Putri Andini & Selvia Sari Waruwu & Fitriani Zebua & Della Crisanta & Dwi Fany Fransiska Dewi Butar Butar, 2025. "The Impact of System Quality, Information Quality, and Service Quality of Rail Ticketing System (RTS) on Customer Satisfaction of PT. Kereta Api Indonesia," Global Insights in Management and Economic Research, INSPIRETECH GLOBAL INSIGHT, vol. 1(02), pages 33-37, May.
    • Handle: RePEc:eof:igimer:v:1:y:2025:i:02:id:14
    DOI: 10.53905/Gimer.v1i02.6
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