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This study evaluates the service quality of PT. Kereta Api Indonesia (Persero) at Surabaya Gubeng Station for online ticket purchases through the KAI Access app and its impact on customer satisfaction. Using observations and interviews, the research assesses user perceptions of the app's reliability, customer support effectiveness, and ease of information access. Despite some technical issues, the app is generally perceived as reliable. PT KAI's improvements in infrastructure and responsive customer support have increased satisfaction. The study also emphasizes the role of social media and video tutorials at Surabaya Gubeng Station in promoting app adoption. Customer service officers are praised for their communication skills and professionalism, further enhancing satisfaction. PT KAI's ongoing commitment to improving service quality through KAI Access is evident, with expectations of continued enhancement in customer satisfaction and app usage. Recommendations include improving information dissemination and policy handling, like ticket refunds, to build customer trust and loyalty.
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Rahmawan et al. (2024) studied this question.
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