Passenger satisfaction with railway station service quality: An Ordinal Logistic Regression approach

Abstract

The objective of this paper is to examine the service quality dimensions and passenger characteristics and its effect on passenger’s satisfaction on railway station. Jember Railway Station is a survey location where the questionnaires were spread. A total of 400 respondents who departure from Jember Railway Station were selected via convenience sampling method. The effects of characteristics and service quality items on the overall satisfaction were estimated using probabilistic approach. The thirteen service items extracted from Guidelines for Standardization of Railway Stations provide a representative framework of how passengers evaluate railway station service quality. This study illustrates how the probabilistic approach may be used for the direction of the effects of service quality and passengers’ characteristics on the probability that a passenger presents higher level of overall satisfaction. Direction for future research is presented.