THE STUDY OF TRAVEL SATISFACTION IN MRT JAKARTA DURING THE PANDEMIC OF COVID-19

Abstract

The aims of the present study are as follows: a) to explore the factors which are imperative to measure the service quality of the MRT Jakarta; b) to construct a detailed satisfaction model to measure the effects of service quality and the perceived accessibility as mediating variable on overall satisfaction with travel of MRT Jakarta. The 24 variables were tested with SEM method using R Studio. It is applied to define a causal model between each of variables. Furthermore, to evaluate the qualitative data, the thematic analysis is also applied. Based on the study results, the satisfaction with travel would increase if perceived accessibility is increasing by service quality. The increase of perceived accessibility will make the users more accessible and easier to live their lives, leading to satisfaction with travel. The qualitative data processed with thematic analysis showed the most frequency quality concerned in MRT Jakarta is SS1 (Presence of Guard) and SS2 (Risk of Interference with Other Passengers). The service quality affects perceived accessibility and travel satisfaction. Likewise, perceived accessibility affects travel satisfaction. Also, it is supported by the thematic analysis from qualitative data, which compared by passengers' input about MRT Jakarta in COVID-19 Pandemic.