{"id":"https://openalex.org/W7215907142","doi":"https://doi.org/10.62207/w445b872","title":"STATISTICAL ANALYSIS OF BIASED TRAIN PASSENGER SATISFACTION USING THE SERVQUAL METHOD","display_name":"STATISTICAL ANALYSIS OF BIASED TRAIN PASSENGER SATISFACTION USING THE SERVQUAL METHOD","publication_year":2025,"publication_date":"2025-06-27","ids":{"openalex":"https://openalex.org/W7215907142","doi":"https://doi.org/10.62207/w445b872"},"language":"en","primary_location":{"id":"pmh:oai:ojs2.journal.ppipbr.com:article/709","doi":"https://doi.org/10.62207/w445b872","is_oa":true,"landing_page_url":"https://journal.ppipbr.com/index.php/productivity/article/view/709","pdf_url":"https://journal.ppipbr.com/index.php/productivity/article/download/709/626","source":{"id":"https://openalex.org/S5407045703","display_name":"Management Studies and Business Journal (PRODUCTIVITY)","issn_l":"3032-2278","issn":["3032-2278"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3032-2278","raw_type":"info:eu-repo/semantics/article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://journal.ppipbr.com/index.php/productivity/article/download/709/626","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5024305349","display_name":"Dhina Setyo Oktaria","orcid":"https://orcid.org/0000-0003-2351-0989","observed_orcids":["https://orcid.org/0000-0003-2351-0989"]},"institutions":[{"id":"https://openalex.org/I4405258958","display_name":"Politeknik Perkeretaapian Indonesia","ror":"https://ror.org/01fxgzs25","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405258958"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Oktaria, Dhina Setyo","raw_affiliation_strings":["Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia","institution_ids":["https://openalex.org/I4405258958"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083430391","display_name":"Balla Wahyu Budiarto","orcid":"https://orcid.org/0009-0000-2086-6176","observed_orcids":["https://orcid.org/0009-0000-2086-6176"]},"institutions":[{"id":"https://openalex.org/I4405258958","display_name":"Politeknik Perkeretaapian Indonesia","ror":"https://ror.org/01fxgzs25","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405258958"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Budiarto, Balla Wahyu","raw_affiliation_strings":["Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia","institution_ids":["https://openalex.org/I4405258958"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5123278910","display_name":"Galih Satria","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405258958","display_name":"Politeknik Perkeretaapian Indonesia","ror":"https://ror.org/01fxgzs25","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405258958"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Satria, Galih","raw_affiliation_strings":["Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia","institution_ids":["https://openalex.org/I4405258958"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4405258958"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9624000191688538,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9624000191688538,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.025699999183416367,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.006399999838322401,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/passenger-satisfaction","display_name":"passenger satisfaction","score":0.9010000228881836},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8429999947547913},{"id":"https://openalex.org/keywords/railways","display_name":"railways","score":0.6600000262260437},{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.5730000138282776},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.6010000109672546},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.8939999938011169},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.8939999938011169},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9359999895095825},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9670000076293945},{"id":"https://openalex.org/keywords/gap-analysis","display_name":"gap analysis","score":0.640999972820282},{"id":"https://openalex.org/keywords/pt-kereta-api-indonesia","display_name":"PT Kereta Api Indonesia","score":0.8899999856948853}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.7670999765396118},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6983000040054321},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6780999898910522},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5956000089645386},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.5450000166893005},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5138000249862671},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.4932999908924103},{"id":"https://openalex.org/C2986587452","wikidata":"https://www.wikidata.org/wiki/Q938438","display_name":"Statistical analysis","level":2,"score":0.4715999960899353},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.46209999918937683},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.43459999561309814},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4011000096797943},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3885999917984009},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.37380000948905945},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.336899995803833},{"id":"https://openalex.org/C129848803","wikidata":"https://www.wikidata.org/wiki/Q2564360","display_name":"Sample size determination","level":2,"score":0.32989999651908875},{"id":"https://openalex.org/C140779682","wikidata":"https://www.wikidata.org/wiki/Q210868","display_name":"Sampling (signal processing)","level":3,"score":0.323199987411499},{"id":"https://openalex.org/C106436119","wikidata":"https://www.wikidata.org/wiki/Q836575","display_name":"Quality assurance","level":3,"score":0.3231000006198883},{"id":"https://openalex.org/C22212356","wikidata":"https://www.wikidata.org/wiki/Q775325","display_name":"Transport engineering","level":1,"score":0.31839999556541443},{"id":"https://openalex.org/C70364389","wikidata":"https://www.wikidata.org/wiki/Q18757","display_name":"Validity","level":3,"score":0.2978000044822693},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2906000018119812},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.2655999958515167},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.2653999924659729},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.2651999890804291},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.25200000405311584},{"id":"https://openalex.org/C142546437","wikidata":"https://www.wikidata.org/wiki/Q2661195","display_name":"Descriptive research","level":2,"score":0.25130000710487366}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:ojs2.journal.ppipbr.com:article/709","doi":"https://doi.org/10.62207/w445b872","is_oa":true,"landing_page_url":"https://journal.ppipbr.com/index.php/productivity/article/view/709","pdf_url":"https://journal.ppipbr.com/index.php/productivity/article/download/709/626","source":{"id":"https://openalex.org/S5407045703","display_name":"Management Studies and Business Journal (PRODUCTIVITY)","issn_l":"3032-2278","issn":["3032-2278"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3032-2278","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:ojs2.journal.ppipbr.com:article/709","doi":"https://doi.org/10.62207/w445b872","is_oa":true,"landing_page_url":"https://journal.ppipbr.com/index.php/productivity/article/view/709","pdf_url":"https://journal.ppipbr.com/index.php/productivity/article/download/709/626","source":{"id":"https://openalex.org/S5407045703","display_name":"Management Studies and Business Journal (PRODUCTIVITY)","issn_l":"3032-2278","issn":["3032-2278"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3032-2278","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.4943999946117401}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7215907142.pdf","grobid_xml":"https://content.openalex.org/works/W7215907142.grobid-xml"},"referenced_works_count":2,"referenced_works":["https://openalex.org/W2884384888","https://openalex.org/W3046398686"],"related_works":["https://openalex.org/W4394944078","https://openalex.org/W7115015020","https://openalex.org/W3162171480","https://openalex.org/W4411502160","https://openalex.org/W3198410820","https://openalex.org/W7202340384","https://openalex.org/W2805639455","https://openalex.org/W7220780410","https://openalex.org/W16764550","https://openalex.org/W3162866943"],"abstract_inverted_index":{"This":[0,105],"study":[1,27,106],"aims":[2],"to":[3,108,130],"analyze":[4],"the":[5,13,32,65,70,75,81,86],"level":[6],"of":[7,9,31,39,90],"satisfaction":[8,67],"train":[10,35],"passengers":[11,30],"using":[12,43,56],"Servqual":[14],"method,":[15],"which":[16],"includes":[17],"five":[18],"dimensions:":[19],"tangibles,":[20],"reliability,":[21],"responsiveness,":[22],"assurance,":[23],"and":[24,54,59,74,88,101,117],"empathy.":[25],"The":[26,62],"population":[28],"was":[29],"Bias":[33],"Madiun-Solo":[34],"with":[36],"a":[37,51,124],"sample":[38],"100":[40],"respondents":[41],"selected":[42],"bootstrap":[44],"sampling":[45],"techniques.":[46],"Data":[47],"were":[48],"collected":[49],"through":[50],"Likert-based":[52],"questionnaire":[53],"analyzed":[55],"descriptive":[57],"methods":[58],"gap":[60],"analysis.":[61],"results":[63],"showed":[64],"highest":[66],"score":[68],"in":[69,77,85,113],"Assurance":[71],"dimension":[72],"(4.08)":[73],"lowest":[76],"Reliability":[78],"(3.90),":[79],"indicating":[80],"need":[82],"for":[83,93,126],"improvements":[84],"timeliness":[87],"accuracy":[89],"information.":[91],"Recommendations":[92],"improvement":[94],"include":[95],"improving":[96,114],"physical":[97],"facilities,":[98],"staff":[99],"training,":[100],"optimizing":[102],"information":[103],"systems.":[104],"contributes":[107],"PT":[109],"Kereta":[110],"Api":[111],"Indonesia":[112],"service":[115],"quality":[116],"passenger":[118],"satisfaction,":[119],"as":[120,122],"well":[121],"being":[123],"reference":[125],"further":[127],"research":[128],"related":[129],"railway":[131],"transportation.":[132]},"counts_by_year":[],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-10-03T00:00:00"}
