Abstract:

The study examines the impact of service quality on passenger’s satisfaction. Service quality is measured by using “Railqual”, a special measurement of service quality in the railway industry. The data were collected from 240 customers of Indonesian Railway Company (PT KAI), the one and only railway provider in the country. Convenience sampling was used and four types of train passengers were taken as the samples of this research. The hypotheses are tested by utilizing multiple regressions. The results show that all Railqual elements which comprise of platform services, in-train services, punctuality, employee services and security significantly influence passenger customer satisfaction.  However, based on the regression analysis, ticketing, in-train services, and platform service are considered as the most important factors to the customers. The study provides an empirical evidence on the Railqual scale in the different context and the service quality factors which are important to the train customers.