PENGARUH KUALITAS PELAYANAN TRANSPORTASI MASS RAPID TRANSIT (MRT) JAKARTA TERHADAP KEPUASAN PELANGGAN STASIUN BLOK M BCA

This study was conducted due to the urgency of Blok M BCA Station's significant role in shaping customer/public satisfaction with public transportation, as it is one of the most frequently used MRT stations. The main objective of this research is to examine the influence of service quality on customer satisfaction, focusing on MRT Jakarta services at Blok M BCA Station. The measurement of service quality in this study refers to the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Meanwhile, customer satisfaction is assessed based on core services, human elements, service systems, physical evidence, and social responsibility. The method used in this study is a survey method with a descriptive study design and a quantitative approach. Data were collected through the distribution of questionnaires to MRT users at Blok M BCA Station. The data analysis technique employed is simple linear regression, using SPSS version 25. Based on the analysis results, it was found that the service quality of MRT Jakarta has a negative and significant effect on customer satisfaction. The coefficient of determination (R²) obtained was 0.448, indicating that 44.8% of the variation in customer satisfaction can be explained by service quality, with physical evidence being the most dominant indicator at 37.7%. The remaining percentage is influenced by other factors beyond the scope of this study.