The comparison of main features and minimum service standards of air-rail integrated services (ARIS) implementation in Indonesia

Air-rail integrated services (ARIS) is a recent innovation in multimodal transport integration that combines air and rail transportation. This study investigates fundamental questions related to the development of ARIS in Indonesia: (1) does the existence of ARIS positively impact airplane passenger satisfaction? (2) how can airplane passenger satisfaction with ARIS be maintained and optimized? This study explores ARIS passenger satisfaction based on occupancy rate and social media big data. Optimization of ARIS in Indonesia is based on implementing main features and aligning them with minimum service standards (MSS) regulations by applying comparative methods and factor analysis. Passenger complaints are related to error systems while attempting to book and pay for tickets online using the airport train mobile application. In addition, there is no infant fare policy, travel schedules that cause long waiting times, and improvement in the quality of customer services. Standardization of the main features of ARIS in Indonesia is urgently needed and will provide time and cost-efficiency benefits for airplane passengers.