The Impact of Tariffs, Feeder, and Parking on Customer Engagement With Mediated Customer Satisfaction on Urban Railways

Authors

  • Agus Yulianto Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
  • Idris Gautama So Management Department, Binus Business School, Bina Nusantara University, Jakarta, Indonesia
  • Edhie Budi Setiawan Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
  • Ocky Soelistio Pribadi Railway Electronics Technology, Politeknik Perkerataapian Indonesia, Madiun, East Java, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v7i6.6396

Keywords:

Tariffs, Feeder Services, Parking, Customer Satisfaction, Customer Engagement

Abstract

To alleviate congestion in Jakarta, fast and clean public transport has been developed to encourage a modal shift toward environmentally friendly urban rail, namely the Mass Rapid Transit (MRT) and Light Rail Transit (LRT). Currently, the Jakarta LRT, the Jabodebek LRT, and the Jakarta MRT are in operation. The key challenge is persuading users of private cars, motorcycles, and conventional public transport to adopt the LRT and MRT for daily trips, thereby reducing congestion. This study examines the effects of fares, feeder buses, and parking facilities on customer engagement, with customer satisfaction as a mediating variable in Jakarta’s urban rail system. Data were analyzed using Structural Equation Modeling with the Partial Least Squares approach (SEM-PLS). The sample comprised 220 LRT and MRT users. The results show that fares and feeder services have positive and significant effects on customer satisfaction but positive yet insignificant effects on customer engagement. Parking exerts a positive and significant influence on both customer satisfaction and engagement. Customer satisfaction also has a positive and significant effect on customer engagement. Furthermore, fares, feeder services, and parking have positive and significant indirect effects on customer engagement through customer satisfaction.

References

Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2013). Customer engagement in a virtual brand community. Journal of Service Research, 16(1), 105–121.

Cervero, R. (2013). Linking urban transport and land use in developing countries. Journal of Transport and Land Use, 6(1), 7–24.

Chen, X., Liu, Z., & Currie, G. (2017). Transit-oriented development and feeder bus services. Transportation Research Part A, 103, 243–256.

De Oña, J., & De Oña, R. (2015). Quality of service in public transport. Transport Reviews, 35(1), 1–20.

De Oña, J., Machado, J. L., & De Oña, R. (2016). Perceived service quality, customer satisfaction and behavioral intentions. Transportation Research Part A, 88, 209–221.

Dell’Olio, L., Ibeas, A., & Cecín, P. (2014). Modelling user perception of parking quality. Transportation Research Part A, 70, 190–204.

Eboli, L., & Mazzulla, G. (2012). Structural equation modelling of passenger satisfaction. Transport Policy, 19, 107–114.

Ibrahim, S., Zhang, Y., & Ahmad, A. (2025). Rail-based public transportation service quality and customer satisfaction. Case Studies on Transport Policy, 13(1), 100–112.

Marsden, G. (2006). The evidence base for parking policies. Transport Policy, 13(6), 447–457.

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.

Pan, F. (2024). Satisfaction analysis of urban rail transit based on sustainability perspective. Sustainability, 16(3), 1124.

Shiftan, Y., Kaplan, S., & Hakkert, S. (2012). Scenario building for park-and-ride. Transportation Research Part A, 46(4), 639–650.

Tirachini, A., et al. (2020). Accessibility and public transport performance. Transport Policy, 91, 19–28.

Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic. Journal of the Academy of Marketing Science, 36(1), 1–10.

Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement. Journal of Marketing Theory and Practice, 20(2), 122–146.

Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price fairness. Journal of Marketing, 68(4), 1–15.

Ã, Chaang-iuan Ho, and Yi-ling Lee. 2007. “The Development of an E-Travel Service Quality Scale.” 28: 1434–49. doi:10.1016/j.tourman.2006.12.002.

“Access to Railway Stations and Its Potential in Increasing Rail Use - ScienceDirect.”

Annisa, P A, Mustari, M I S Ahmad, and N T Supatminingsih. 2021. “Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen UMKM (Studi Kasus: Djoin Cafe Di Kecamatan Wonomulyo Kabupaten Polewali Mandar).” Indonesian Journal of Pedagogical and Social Sciences 1(1): 119–37.

Brodie, Roderick J., Linda D. Hollebeek, Biljana Jurić, and Ana Ilić. 2011. “Customer Engagement: Conceptual Domain, Fundamental Propositions, and Implications for Research.” Journal of Service Research 14(3): 252–71. doi:10.1177/1094670511411703.

Chowdhury, Tasnova, Quazi Hamidul Bari, and Dip Mukherjee. 2022. “ADVANCES IN FACILITIES PREVAIL IN MASS TRANSIT RAILWAY STATION IN ASIAN CITIES INCLUDING DHAKA : A REVIEW ADVANCES IN FACILITIES PREVAIL IN MASS TRANSIT RAILWAY STATION IN.” (February).

Dagili, Renata. 2020. “The Usage of Public Transport and Impact of Satisfaction in the European Union.” : 23–29.

Dan, Pemasaran, Pengetahuan Pengguna, and Tarif Integrasi. 2023. “No Title.” 13(01): 39–51. doi:10.37478/als.v13i1.2508.

Fajri, Ahmad, and Amanda Dwi. 2024. “PELAYANAN PRIMA , DAN KEPUASAN PELANGGAN : SEBUAH.” 7: 5374–82.

Fikri, Wildan Achsanul, Ferdian Permana Fhazrel, and Rizqi Anfanni Fahmi. 2018. “ANALISIS KEPUASAN PELANGGAN PT . KERETA API INDONESIA.” (4): 1–11.

Fitriyanti, Rika, Gitta Karina, and Mira Lestira Hariani. 2024. “Feeder – Line Concept Development For Public Transportation Network In Urban Area Based On O-D Matrix And Performance Evaluation.” 02(9): 448–65.

Fricilia, Maya, and Slamet Jauhari Legowo. 2013. “( STUDI KASUS KERETA API MADIUN JAYA EKSPRES ).” : 46–53.

Frimayasa, Agtovia, and Manjemen Administrasi. 2017. “KONSEP DASAR DAN STRATEGI PELAYANAN PRIMA ( SERVICE EXCELLENT ) PADA PERUSAHAAN.” XVII(1): 65–71.

Ho, Phooi Wai, S M Sabri Ismail, and Premkumar Rajagopal. 2017. “Parking Space Occupancy at Rail Stations in Klang Valley.” 09008.

Hollebeek, Linda D, Biljana Juric, and Ana Ilic. 2011. “Customer Engagement : Conceptual Domain , Fundamental Propositions , and Implications for Research.” (May 2019).

Ismael, Karzan. 2021. “Investigation of the Relationship between the Perceived Public Transport Service Quality and Satisfaction : A PLS-SEM Technique.”

Lumpur, Kuala, Abdulazeez Adam Muhammad, Burhaida Binti, Haji Burhan, Edie Ezwan, and Bin Mohammad. 2024. “PRICE MODEL FOR TRANSIT-ORIENTED DEVELOPMENTS IN.” 32(3): 20–30.

Marc, Weng, Tareq Rasul, Satish Kumar, and Mamun Ala. 2022. “Past , Present , and Future of Customer Engagement.” Journal of Business Research 140(May 2021): 439–58. doi:10.1016/j.jbusres.2021.11.014.

Marketing, Revista Brasileira De, and Universidade Nove De Julho. 2018. “M ARKETING RESEARCH :” doi:10.5585/bjm.v17i5.4172.

Mikhaylov, Andrey S, and Anna A Mikhaylova. 2016. “Customer Relationship Management in Public Transportation : A Comparative Analysis.” 6(2008): 221–26.

Nieuwenhuijsen, M J. 2020. “Small Cities , Big Needs : Urban Transport Planning in Cities of Developing Countries.” 19(January): 1–14. doi:10.1016/j.jth.2020.100944.

Nugrahani, Salafi, and Halley Yudhistira. 2020. “APAKAH KEBERADAAN MASS RAPID TRANSIT BERDAMPAK TERHADAP TRANSJAKARTA ? STUDI KASUS TRANSPORTASI PUBLIK DI DKI JAKARTA ( Does the Existence Mass Rapid Transit Impact Transjakarta ? Case Study of Public Transport in DKI Jakarta ).” 11(2): 133–47.

Online, Pengaruh, Shopping Experience, D A N Customer, Satisfaction Terhadap, and Repurchase Intention. 2021. “PENGARUH ONLINE SHOPPING EXPERIENCE DAN CUSTOMER SATISFACTION TERHADAP REPURCHASE INTENTION ( SURVEI PADA PENGGUNA FASHION ONLINE DI LAZADA ) Oleh Annisaa Fitri Iswahyunita.”

Palaguachi, Juan, Monserrath Padilla, Martin Ortega, Marco Romero Solorzano, Ruffo Villa Uvidia, Jairo Ortega, and Diego Veloz-cherrez. 2024. “Evaluating the Location of the Park-and-Ride System Using Multi-Criteria Methods : A Systematic Review.” : 1–20.

Pan, Fuquan, Shuai Cheng, Haitao Pan, Shiwei Li, and Lixia Zhang. 2024. “Satisfaction Analysis of Urban Rail Transit Based on the Personal Characteristics of Passengers.”

Prasetyo, Bambang Budi, and Dian Agustia. “PENYELENGGARAAN PRASARANA KERETA API RINGAN / LIGHT RAIL TRANSIT.” : 66–82.

Pratama, Mario Putra, Abdul Haeba Ramli, and Siti Mariam. 2024. “Customer Engagement , Customer Satisfaction , Customer Commitment And Customer Loyalty.” (January). doi:10.37641/jimkes.v11i3.2309.

Salazar, Pablo. 2015. “From Direct to Trunk-and-Feeder Public Transport Services in the Urban South : Territorial Implications.” : 123–36.

Shatta, Deus N, and Benitha Myamba. 2024. “Determinants of Passengers ’ Satisfaction in Public Transport in Tanzania : A Mediating Effect of Efficiency of Public Transport Services.” 5(4): 25–39.

“Transit Capacity and Quality of Service Manual, Third Edition _ The National Academies Press.”

Tuti, Meylani, and Viki Sulistia. 2022. “The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty.” (March). doi:10.18196/mb.v13i1.12518.

Wang, Yuning, Zhe Zhang, Mengyuan Zhu, and Hexian Wang. 2020. “The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin , China.” doi:10.1177/2158244019898803.

Yulianto, Budi, M H Amirotul, and M Rafli Falah Wijaya. 2023. “ANALISIS POTENSI DEMAND , ABILITY TO PAY ( ATP ) DAN WILLINGNESS TO PAY ( WTP ) BATIK SOLO TRANS ( BST ) KORIDOR 6 PADA PERTOKOAN.” 11(3): 324–31.

Downloads

Published

2026-08-07

How to Cite

Yulianto, A., Gautama So, I., Setiawan, E. B., & Pribadi, O. S. (2026). The Impact of Tariffs, Feeder, and Parking on Customer Engagement With Mediated Customer Satisfaction on Urban Railways. Dinasti International Journal of Education Management and Social Science, 7(6), 5038–5052. https://doi.org/10.38035/dijemss.v7i6.6396

Issue

Vol. 7 No. 6 (2026): Dinasti International Journal of Education Management and Social Science (August - September 2026)

Section

Articles

License

Copyright (c) 2026 Agus Yulianto, Idris Gautama So, Edhie Budi Setiawan, Ocky Soelistio Pribadi

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).