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Vol. 3 No. 2 (2026) • Articles
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Analisis Peran On-Time Performance, Ketersediaan Sarana Krl, Dan Tingkat Keamanan Penumpang Untuk Meningkatkan Kepuasan Pelanggan Serta Dampaknya Pada Minat Menggunakan Kembali Commuter Line Jabodetabek

Muhammad Husni Thamrin
Universitas Pamulang image/svg+xml
Rosa Lesmana
Universitas Pamulang image/svg+xml
Kasmad Kasmad
Universitas Pamulang image/svg+xml
Published: November 10, 2026 Pages: 75-85
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Abstract

The increasing use of the Jabodetabek Commuter Line has driven the need to improve public transportation service quality. This study aims to analyze the effects of On-Time Performance, facility availability, and passenger safety levels on customer satisfaction and intention to reuse, as well as to examine the mediating role of customer satisfaction. A quantitative approach was applied involving 400 Jabodetabek Commuter Line users selected through a purposive sampling technique. Data were analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that facility availability has a positive and significant effect on customer satisfaction (β = 0.654; p < 0.001), while On-Time Performance and passenger safety levels do not have significant effects. On-Time Performance, passenger safety levels, and customer satisfaction have positive and significant effects on intention to reuse, whereas facility availability has no direct effect. Customer satisfaction mediates the relationship between facility availability and passenger safety levels with intention to reuse, but does not mediate the effect of On-Time Performance. The findings indicate that service improvement strategies should consider the characteristics of each service attribute to enhance customer satisfaction and encourage continued service usage.

Keywords:
On-Time Performance Facility Availability Passenger Safety Customer Satisfaction Intention to Reuse
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Author Biographies
Muhammad Husni Thamrin Universitas Pamulang

Program Studi Magister Manajemen, Program Pascasarjana, Universitas Pamulang, Kota Tangerang Selatan, Provinsi Banten, Indonesia.

Rosa Lesmana Universitas Pamulang

Program Studi Magister Manajemen, Program Pascasarjana, Universitas Pamulang, Kota Tangerang Selatan, Provinsi Banten, Indonesia.

Kasmad Kasmad Universitas Pamulang

Program Studi Magister Manajemen, Program Pascasarjana, Universitas Pamulang, Kota Tangerang Selatan, Provinsi Banten, Indonesia.

How to Cite
Thamrin, M. H., Lesmana, R., & Kasmad, K. (2026). Analisis Peran On-Time Performance, Ketersediaan Sarana Krl, Dan Tingkat Keamanan Penumpang Untuk Meningkatkan Kepuasan Pelanggan Serta Dampaknya Pada Minat Menggunakan Kembali Commuter Line Jabodetabek. Jurnal Manajemen Dan Teknologi, 3(2), 75-85. https://doi.org/10.63447/jmt.v3i2.2026
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This work is licensed under a Copyright (c) 2026 Muhammad Husni Thamrin, Rosa Lesmana, Kasmad Kasmad .

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