BEHAVIORAL INTENTION PENUMPANG KRL COMMUTER LINE JABODETABEK

Abstract

Behavioral intention dipandang sebagai penentu utama kinerja penyedia transportasi umum. Penelitian ini menekankan pada hubungan antara behavioral intention dan variabel-variabel yang mempengaruhinya seperti kualitas layanan, nilai yang dirasakan, keterlibatan, dan kepuasan penumpang. Dengan melakukan survei penumpang Kereta Rel Listrik (KRL) Commuter Line Jabodetabek, teknik model persamaan struktural menggunakan software AMOS 22.0 digunakan untuk menganalisis hubungan antar variabel dalam model konseptual. Hasil penelitian mengungkapkan bahwa kualitas layanan memiliki dampak positif terhadap nilai yang dirasakan. Nilai yang dirasakan dan kepuasan penumpang mempunyai dampak positif terhadap keterlibatan. Kualitas layanan dan keterlibatan memiliki dampak positif terhadap behavioral intention. Abstract The behavioral intention of public transportation passengers is seen as a crucial determinant of public transportation provider performance. This research highlights the relationships between passenger behavioral intention and the various variables that affect it such as service quality, perceived value, involvement, and satisfaction of public transportation services. By using passenger survey data from the Kereta Rel Listrik (KRL) Commuter Line Jabodetabek, the structural equation modeling technique AMOS 22.0 is applied to analyze the conceptualized relationship model. The findings reveal that service quality has positive effect to perceived value. Perceived value and customer satisfaction have positive effect to involvement. Service quality and involvement have positive effect to behavioral intention.

Keywords

• behavioral intention
• kualitas layanan
• nilai yang dirasakan
• keterlibatan
• kepuasan