Analisis Kepuasan Pengguna terhadap Sistem E-Ticketing KAI Access
Keywords:
Information Quality, Service Interaction, Service Quality, Usability, User SatisfactionAbstract
This research analyzes the partial and simultaneous influence of four dimensions of system quality: Usability (X1), Information Quality (X2), Service Interaction (X3), and Service Quality (X4), on User Satisfaction (Y) with the KAI Access e-ticketing application at Semarang Tawang Station, Bank Jateng. Employing a quantitative associative method, data was collected from a sample of 100 KAI Access users (N=100) and analyzed using multiple linear regression (SPSS 26). The model exhibited extremely high explanatory power, with an Adjusted R^2 of 0.956, indicating that 95.6\% of the variation in User Satisfaction is jointly explained by the four variables. All independent variables were found to have a positive and significant influence on User Satisfaction (t_{hitung} > 1.98498). The variable Service Quality (X4) emerged as the most dominant factor, showing the highest regression coefficient (\beta = 0.889, t=7.123), confirming that the tangible elements (X4.1) and reliability (X4.4) of the e-ticketing system are the primary drivers of user satisfaction. Conversely, Service Interaction (X3) showed the weakest individual influence (\beta = 0.018), suggesting that foundational security is expected, but functional service quality remains paramount. Managerial implications strongly recommend prioritizing the enhancement of Service Quality features and maintaining highly accurate and up-to-date information dissemination (X2).
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