Syahreza, Muhammad Ryan (2024) Evaluasi Kualitas Layanan Aplikasi Access By KAI di Era Digital dengan Metode E-GovQual (Studi Kasus : Pengguna di Kota Malang). Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

The advancement of technology in the digital era has improved railway transportation services in Indonesia, particularly through online ticketing systems. This study evaluates the service quality of the Access By KAI application developed by PT. KAI using the E-GovQual method. The application offers various features such as ticket booking, travel information, and additional services. Through a survey of users in Malang and analysis using SPSS 25, results indicate that the Access By KAI application generally possesses good quality but has some areas needing improvement, such as efficiency and reliability. Recommendations for service quality enhancement are provided based on the Importance Performance Analysis (IPA).

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