Service Excellence, Facilities, and Ticket Prices on Passenger Satisfaction on the Probowangi Train: Probolinggo–Jember Route
DOI:
https://doi.org/10.51747/mmpfxs25Keywords:
Service Excellence, Facilities, Ticket Prices, Passenger Satisfaction, Public TransportationAbstract
Public railway services must balance accessible fares, service quality, and adequate facilities to maintain passenger satisfaction. This study examines the effects of service excellence, facilities, and ticket prices on passenger satisfaction on the Probowangi train along the Probolinggo–Jember route. A quantitative explanatory approach was used. The study involved 120 passengers aged at least 17 years who were selected through purposive sampling during February–March 2026. Data were collected through questionnaires at Probolinggo Station and analyzed using SPSS version 25, including validity and reliability tests, classical assumption tests, multiple linear regression, and partial, simultaneous, and dominant-effect tests. Service excellence (p = 0.011), facilities (p = 0.029), and ticket prices (p < 0.001) each had a positive and statistically significant association with passenger satisfaction. The three predictors were also significant simultaneously (F = 53.806; p < 0.001), with an adjusted R² of 0.571. Ticket prices had the largest standardized coefficient (β = 0.402). These findings indicate that passenger satisfaction reflects the combined contribution of staff service, facility conditions, and perceived fare value, with ticket prices emerging as the strongest predictor in this sample.
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