JIEMS (Journal of Industrial Engineering and Management Systems)

The government continues to promote public transportation so that people living in Jakarta can switch from private transportation to public transportation to reduce congestion. Rail transportation is one of the widely used modes of transportation by people when they want to travel. However, at the beginning of 2020, there was a decline in passengers and there were several regulations for traveling, this was useful to suppress the level of spread of the Coronavirus Disease 2019 (COVID-19). Regulations and conditions for passengers who will travel by train must comply with several things, such as being obliged to follow the instructions and rules that already exist at the train station, conducting a rapid test, and having proof that the results must be negative. This research is conducted using the service quality method and Importance-Performance Analysis (IPA). The level of service provided by the station still must be improved to maintain the satisfaction of the passengers, because the gap scores still have a negative value. Several things cause the passengers to still not feel satisfied with some services. Eight attributes have a gap value greater than the average gap obtained. The company should continue to pay attention to the comfort and satisfaction of passengers when using train services to travel somewhere. Especially at the service level related to rapid tests, more attention can be given because there are so many passengers who will carry out rapid tests in the station area.

Abbasi-Moghaddam, M.A. et al. (2019) ‘Evaluation of Service Quality from Patients’ Viewpoint’, BMC Health Services Research, 19(1), pp. 1–7. Available at: https://doi.org/10.1186/s12913-019-3998-0.

Ahrens, R. de B., Lirani, L. da S. and de Francisco, A.C. (2020) ‘Construct Validity and Reliability of the Work Environment Assessment Instrument WE-10’, International Journal of Environmental Research and Public Health, 17(20), pp. 1–19. Available at: https://doi.org/10.3390/ijerph17207364.

Akhmedova, A. et al. (2021) ‘Service Quality in the Sharing Economy: A Review and Research Agenda’, International Journal of Consumer Studies, pp. 1–22. Available at: https://doi.org/10.1111/ijcs.12680.

Ali, B.J., Gardi, B., et al. (2021) ‘Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality’, International journal of Engineering, Business and Management, 5(3), pp. 14–28. Available at: https://doi.org/10.22161/ijebm.5.3.

Ali, B.J., Saleh, P.F., et al. (2021) ‘Impact of Service Quality on the Customer Satisfaction: Case Study at Online Meeting Platforms’, International Journal of Engineering, Business and Management, 5(2), pp. 65–77. Available at: https://doi.org/10.22161/ijebm.5.2.

Chen, M.-C., Hsu, C.-L. and Lee, L.-H. (2019) ‘Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model’, International Journal of Environmental Research and Public Health, 16(21), pp. 1–23. Available at: https://doi.org/10.3390/ijerph16214091.

Demir, A. et al. (2020) ‘The Role of E-service Quality in Shaping Online Meeting Platforms: A Case Study from Higher Education Sector’, Journal of Applied Research in Higher Education, 13(5), pp. 1436–1463. Available at: https://doi.org/10.1108/JARHE-08-2020-0253.

Endeshaw, B. (2021) ‘Healthcare Service Quality-Measurement Models: A Review’, Journal of Health Research. Emerald Group Holdings Ltd., pp. 106–117. Available at: https://doi.org/10.1108/JHR-07-2019-0152.

Fatima, I. et al. (2019) ‘Dimensions of Service Quality in Healthcare: A Systematic Review of Literature’, International Journal for Quality in Health Care. Oxford University Press, pp. 11–29. Available at: https://doi.org/10.1093/intqhc/mzy125.

Gunawan, F.E. et al. (2020) ‘Service Quality Analysis of SMEs Tempe in Province of Jakarta, Indonesia’, Technology Reports of Kansai University, 62(7), pp. 3827–3833.

Pakurár, M. et al. (2019) ‘The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector’, Sustainability (Switzerland), 11(4), pp. 1–24. Available at: https://doi.org/10.3390/su11041113.

Rita, P., Oliveira, T. and Farisa, A. (2019) ‘The Impact of E-service Quality and Customer Satisfaction on Customer Behavior in Online Shopping’, Heliyon, 5(10), pp. 1–14. Available at: https://doi.org/10.1016/j.heliyon.2019.e02690.

Tannady, H., Nurprihatin, F. and Hartono, H. (2018) ‘Service Quality Analysis of Two of the Largest Retail Chains with Minimart Concept in Indonesia’, Business: Theory and Practice, 19, pp. 177–185. Available at: https://doi.org/10.3846/BTP.2018.18.