STUDI TENTANG KEPUASAN PELANGGAN TERHADAP MINAT BELI ULANG TIKET KERETA API MELALUI KAI ACCESS

Abstract

At this time mobile applications are increasingly growing, one of which is mobile ticketing. Mobile ticketing has a function to buy tickets online. KAI Access is an innovation carried out by PT. KAI is an official mobile application used to buy and search information online. The purpose of this research was to analyze the effect of perception price, service quality and website quality on repurchasing interest with customer satisfaction as an intervening variable. This research was conducted for people who have used the KAI Access application to buy train tickets with the departure of Semarang Poncol station. The number of samples is 150 respondents. With the method of collecting data through questionnaires and sampling methods in this study is a non probability sampling with purposive sampling technique. This study uses Structural Equation Modeling (SEM) analysis using AMOS 24 analysis tools. The results of this study indicate that price perceptions have a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, website quality has a positive and significant effect on customer satisfaction. And it is known that customer satisfaction is proven to mediate the relationship between perceived price, service quality and website quality to repurchase interest.