Improving Customer Satisfaction: An Analysis of Indonesia's Railfood App E-Service Quality

Abstract

This study investigated the influence of e-service quality on customer satisfaction with the Railfood online food ordering feature in the KAI Access mobile application by Indonesian rail company PT Kereta Api Indonesia. We conducted a quantitative cross-sectional survey with 200 passengers who had used Railfood while traveling on PT KAI trains. E-service quality was measured across five dimensions including tangibles, reliability, responsiveness, assurance, and empathy. We analyzed customer satisfaction data through a questionnaire adapted from validated scales. Regression analysis found e-service quality has a significant positive effect on passenger satisfaction with Railfood. The tangibles and assurance dimensions exhibited the strongest effects. These findings can guide PT KAI in improving e-service quality to increase customer satisfaction and loyalty. The research contributes new empirical evidence to academic literature on mobile apps for transportation services and online food delivery.