Train Passenger Satisfaction With the Operational Risk Management Performance of Pt. Kereta Api Indonesia (Persero) Mediated By Customer Trust

Sarrah Jessica Hidayat; Sugiarto Sugiarto; Tonny Hendratono

doi:10.62951/icgtsave.v1i2.35

Authors

Sarrah Jessica Hidayat Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta
Sugiarto Sugiarto Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta
Tonny Hendratono Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta

DOI:

https://doi.org/10.62951/icgtsave.v1i2.35

Keywords:

Customer Satisfaction, Operational risk, Trust

Abstract

This study analyzes the aspects of operational risk management performance in railway transportation concerning passenger trust and satisfaction using a quantitative approach. Operational risks are categorized into human resource risks that intersect with customers, leading to the quality of services, systems, and infrastructure. The study was conducted with 160 respondents who had used long-distance trains in the past year, showing that infrastructure risk management can influence the level of trust, and the resulting level of trust affects customer satisfaction. The conclusion of this study reveals that in building trust, handling infrastructure aspects is crucial, and railway passenger satisfaction is determined by the level of trust generated

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