The Effect of Health Protocol Security Implementation, Employee Competence, and Service Quality toward MRT Transportation Customer Satisfaction during Covid-19 Pandemic
Keywords:
The Health Protocol Security, Employee Competence, Quality of Service, MRT Transportation, Customer SatisfactionAbstract
The aim of this study is to determine whether the application of health protocol security, employee competence, and service quality during the covid-19 pandemic could affect customer satisfaction toward MRT transportation. This research is included in descriptive quantitative. The sample is taken by total sampling technique with a total of 100 respondents who use MRT transportation. Data collection technique in this research uses questionnaire. Statistical analysis is carried out with the help of the Partial Least Squares Structured Equestrian Model (PLS-SEM) program. The results of this study are (1) the health protocol security (X1) has a significant positive effect toward customer satisfaction, (2) employee competence (X2) has a significant positive effect toward customer satisfaction, and (3) the quality of service (X3) has a significant positive effect on customer satisfaction. Therefore, it can be concluded that all the independent variables in this study have an effect on the related variables. From the results of this study, the researchers hope that in order to increase the satisfaction of MRT users, the MRT can improve the security of health protocols, employee competence, and service quality.
References
A. F. Dahlan and A. Fraszczyk, “An Assessment of Public and Private Transport Competitiveness in Jakarta with the Focus on MRT,” 2021.
A. Obsie, M. Woldeamanuel, and B. Woldetensae, “Service Quality of Addis Ababa Light Rail Transit: Passengers’ Views and Perspectives,” Urban Rail Transit, 2020, doi: 10.1007/s40864-020-00135-2.
J. Allen, L. Eboli, C. Forciniti, G. Mazzulla, and J. de D. Ortúzar, “The role of critical incidents and involvement in transit satisfaction and loyalty,” Transp. Policy, 2019, doi: 10.1016/j.tranpol.2019.01.005.
O. A. Victoria and . M., “Doctor’s Constributions in Transportation Monitoring During COVID-19 Pandemic,” KnE Soc. Sci., 2021, doi: 10.18502/kss.v5i1.8317.
C. N. Harrison et al., “Janus kinase-2 inhibitor fedratinib in patients with myelofibrosis previously treated with ruxolitinib (JAKARTA-2): a single-arm, open-label, non-randomised, phase 2, multicentre study,” Lancet Haematol., 2017, doi: 10.1016/S2352-3026(17)30088-1.
B. Bhatt and A. Singh, “Stakeholders’ role in distribution loss reduction technology adoption in the Indian electricity sector: An actor-oriented approach,” Energy Policy, 2020, doi: 10.1016/j.enpol.2019.111064.
Y. Huang, M. Zhang, D. Gursoy, and S. Shi, “An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention,” Int. J. Contemp. Hosp. Manag., 2020, doi: 10.1108/IJCHM-01-2020-0028.
L. Tangi, M. Benedetti, L. Gastaldi, G. Noci, and C. Russo, “Mandatory provisioning of digital public services as a feasible service delivery strategy: Evidence from Italian local governments,” Gov. Inf. Q., 2021, doi: 10.1016/j.giq.2020.101543.
L. De Bruin, M. Roberts-Lombard, and C. De Meyer-Heydenrych, “Internal marketing, service quality and perceived customer satisfaction: An Islamic banking perspective,” J. Islam. Mark., 2021, doi: 10.1108/JIMA-09-2019-0185.
J. K. Hsieh, “The effects of transforming mobile services into mobile promotions,” J. Bus. Res., 2020, doi: 10.1016/j.jbusres.2020.08.033.
S. Ying, J. H. Chan, and X. Qi, “Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis,” Int. J. Contemp. Hosp. Manag., 2020, doi: 10.1108/IJCHM-02-2020-0129.
C. Losada-Lopez, D. C. Dopico, and J. A. Faína-Medín, “Neophobia and seaweed consumption: Effects on consumer attitude and willingness to consume seaweed,” Int. J. Gastron. Food Sci., 2021, doi: 10.1016/j.ijgfs.2021.100338.
B. Ghlichlee and F. Bayat, “Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors,” Manag. Res. Rev., 2021, doi: 10.1108/MRR-11-2019-0482.
S. Ahmed, K. Bangassa, and S. Akbar, “A study on trust restoration efforts in the UK retail banking industry,” Br. Account. Rev., 2020, doi: 10.1016/j.bar.2019.100871.
T. M. Atef, “The mystery demystified: A mystery shopper’s experience with hotel services and products,” Tourismos, 2012.
T. Sengupta, G. Narayanamurthy, P. K. Hota, T. Sarker, and S. Dey, “Conditional acceptance of digitized business model innovation at the BoP: A stakeholder analysis of eKutir in India,” Technol. Forecast. Soc. Change, 2021, doi: 10.1016/j.techfore.2021.120857.
L. Ha, C. Zhang, and W. Jiang, “Data quality comparison between computers and smartphones in different web survey modes and question formats,” Internet Res., 2020, doi: 10.1108/INTR-09-2018-0417.
Y. Wang, M. Zhang, Y. K. Tse, and H. K. Chan, “Unpacking the impact of social media analytics on customer satisfaction: do external stakeholder characteristics matter?,” Int. J. Oper. Prod. Manag., 2020, doi: 10.1108/IJOPM-04-2019-0331.
M. Kim, X. Yin, and G. Lee, “The effect of CSR on corporate image, customer citizenship behaviors, and customers’ long-term relationship orientation,” Int. J. Hosp. Manag., 2020, doi: 10.1016/j.ijhm.2020.102520.
V. Teeroovengadum, “Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender,” Eur. Bus. Rev., 2020, doi: 10.1108/EBR-10-2019-0270.
T. González-Torres, J. L. Rodríguéz-Sánchez, and E. Pelechano-Barahona, “Managing relationships in the Tourism Supply Chain to overcome epidemic outbreaks: The case of COVID-19 and the hospitality industry in Spain,” Int. J. Hosp. Manag., 2021, doi: 10.1016/j.ijhm.2020.102733.
X. Hu, H. Yan, T. Casey, and C. H. Wu, “Creating a safe haven during the crisis: How organizations can achieve deep compliance with COVID-19 safety measures in the hospitality industry,” Int. J. Hosp. Manag., 2021, doi: 10.1016/j.ijhm.2020.102662.
P. A. De Clercq, J. A. Blom, H. H. M. Korsten, and A. Hasman, “Approaches for creating computer-interpretable guidelines that facilitate decision support,” Artificial Intelligence in Medicine. 2004, doi: 10.1016/j.artmed.2004.02.003.
P. R. N. Rimbawati, “Indonesia’s Response to COVID-19: Between Economics, Public Health, and Social Media,” in The Reshaping of China-Southeast Asia Relations in Light of the COVID-19 Pandemic, 2021.
J. Chathukulam and J. Tharamangalam, “The Kerala model in the time of COVID19: Rethinking state, society and democracy,” World Dev., 2021, doi: 10.1016/j.worlddev.2020.105207.
P. 18, “Peraturan Mentri Perhubungan Republik Indonesia No PM 18 Tahun 2020 tentang Pengendalian Transportasi dalam Rangka Pencegahan Penyebaran Corona Virus Disease 2019 (COVID-19),” Menteri Perhubungan Republik Indonesia. 2020.
K. E. Soderquist, A. Papalexandris, G. Ioannou, and G. Prastacos, “From task-based to competency-based: A typology and process supporting a critical HRM transition,” Pers. Rev., 2010, doi: 10.1108/00483481011030520.
F. Latorre et al., “済無No Title No Title,” Strateg. Manag. J., 2013.
T. L. Robbins, M. D. Crino, and L. D. Fredendall, “An integrative model of the empowerment process,” Hum. Resour. Manag. Rev., 2002, doi: 10.1016/s1053-4822(02)00068-2.
M. Y. A. Alsabbah and H. I. Ibrahim, “Employees’ competence and job performance,” Adv. Sci. Lett., 2017, doi: 10.1166/asl.2017.7170.
L. Lu and J. Navas, “Advertising and quality improving strategies in a supply chain when facing potential crises,” Eur. J. Oper. Res., 2021, doi: 10.1016/j.ejor.2020.06.026.
B. Gopi and N. Samat, “The influence of food trucks’ service quality on customer satisfaction and its impact toward customer loyalty,” Br. Food J., 2020, doi: 10.1108/BFJ-02-2020-0110.
A. A. Shaikh, M. D. Alharthi, and H. O. Alamoudi, “Examining key drivers of consumer experience with (non-financial) digital services—An exploratory study,” J. Retail. Consum. Serv., 2020, doi: 10.1016/j.jretconser.2020.102073.
C. Haiyun, H. Zhixiong, S. Yüksel, and H. Dinçer, “Analysis of the innovation strategies for green supply chain management in the energy industry using the QFD-based hybrid interval valued intuitionistic fuzzy decision approach,” Renew. Sustain. Energy Rev., 2021, doi: 10.1016/j.rser.2021.110844.
R. Kiely, “Conservatism, neoliberalism and resentment in Trumpland: The ‘betrayal’ and ‘reconstruction’ of the United States,” Geoforum, 2021, doi: 10.1016/j.geoforum.2020.02.002.
R. de Kervenoael, A. Schwob, and C. Chandra, “E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise,” J. Retail. Consum. Serv., 2020, doi: 10.1016/j.jretconser.2019.102016.
W. Y. Degbey and E. Pelto, “Customer knowledge sharing in cross-border mergers and acquisitions: The role of customer motivation and promise management,” J. Int. Manag., 2021, doi: 10.1016/j.intman.2021.100858.
M. M. Mariani and S. Nambisan, “Innovation Analytics and Digital Innovation Experimentation: The Rise of Research-driven Online Review Platforms,” Technol. Forecast. Soc. Change, 2021, doi: 10.1016/j.techfore.2021.121009.
K. M. M. Tam, “Principal Stress Line Computation for Discerete Topology Design,” 2015.
A. Sharma, S. Sharma, and M. Chaudhary, “Are small travel agencies ready for digital marketing? Views of travel agency managers,” Tour. Manag., 2020, doi: 10.1016/j.tourman.2020.104078.
M. Shen, Y. Lu, H. W. Kua, and Q. Cui, “Eco-feedback delivering methods and psychological attributes shaping household energy consumption: Evidence from intervention program in Hangzhou, China,” J. Clean. Prod., 2020, doi: 10.1016/j.jclepro.2020.121755.
J. G. Covin, J. P. C. Rigtering, M. Hughes, S. Kraus, C. F. Cheng, and R. B. Bouncken, “Individual and team entrepreneurial orientation: Scale development and configurations for success,” J. Bus. Res., 2020, doi: 10.1016/j.jbusres.2020.02.023.
C. Dong, S. Cao, and H. Li, “Young children’s online learning during COVID-19 pandemic: Chinese parents’ beliefs and attitudes,” Child. Youth Serv. Rev., 2020, doi: 10.1016/j.childyouth.2020.105440.
R. Syed et al., “Robotic Process Automation: Contemporary themes and challenges,” Comput. Ind., 2020, doi: 10.1016/j.compind.2019.103162.
T. Fernandes and E. Oliveira, “Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption,” J. Bus. Res., 2021, doi: 10.1016/j.jbusres.2020.08.058.
M. Kohtamäki, S. Einola, and R. Rabetino, “Exploring servitization through the paradox lens: Coping practices in servitization,” Int. J. Prod. Econ., 2020, doi: 10.1016/j.ijpe.2020.107619.
A. Darr et al., “The impact of the coronavirus (COVID-19) pandemic on elective paediatric otolaryngology outpatient services – An analysis of virtual outpatient clinics in a tertiary referral centre using the modified paediatric otolaryngology telemedicine satisfaction survey (POTSS),” Int. J. Pediatr. Otorhinolaryngol., 2020, doi: 10.1016/j.ijporl.2020.110383.
N. Donthu and A. Gustafsson, “Effects of COVID-19 on business and research,” Journal of Business Research. 2020, doi: 10.1016/j.jbusres.2020.06.008.
W. Ahmad and Q. Zhang, “Green purchase intention: Effects of electronic service quality and customer green psychology,” J. Clean. Prod., 2020, doi: 10.1016/j.jclepro.2020.122053.
M. Ranjbari, Z. Shams Esfandabadi, and S. D. Scagnelli, “A big data approach to map the service quality of short-stay accommodation sharing,” Int. J. Contemp. Hosp. Manag., 2020, doi: 10.1108/IJCHM-02-2020-0097.
A. Van Looy, “A quantitative and qualitative study of the link between business process management and digital innovation,” Inf. Manag., 2021, doi: 10.1016/j.im.2020.103413.
A. H. Mazzarolo, E. W. Mainardes, and D. S. Montemor, “Effects of internal marketing on strategic orientations in the banking sector,” Int. J. Bank Mark., 2021, doi: 10.1108/IJBM-08-2020-0437.
R. Islam, S. Ahmed, M. Rahman, and A. Al Asheq, “Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector,” TQM J., 2020, doi: 10.1108/TQM-05-2020-0119.
M. Valeri and R. Baggio, “Social network analysis: organizational implications in tourism management,” Int. J. Organ. Anal., 2021, doi: 10.1108/IJOA-12-2019-1971.
A. Suman et al., “Experimental analysis of micro-sized particles time-wise adhesion: the influence of impact velocity and surface roughness,” Int. J. Heat Mass Transf., 2021, doi: 10.1016/j.ijheatmasstransfer.2020.120632.
S. White, A. H. Thorseth, R. Dreibelbis, and V. Curtis, “The determinants of handwashing behaviour in domestic settings: An integrative systematic review,” International Journal of Hygiene and Environmental Health. 2020, doi: 10.1016/j.ijheh.2020.113512.
M. Muda and M. I. Hamzah, “Should I suggest this YouTube clip? The impact of UGC source credibility on eWOM and purchase intention,” J. Res. Interact. Mark., 2021, doi: 10.1108/JRIM-04-2020-0072.
J. F. Hair et al., “Executing and interpreting applications of PLS-SEM: Updates for family business researchers,” J. Fam. Bus. Strateg., 2020, doi: 10.1016/j.jfbs.2020.100392.
D. Buhalis, E. Parra López, and J. A. Martinez-Gonzalez, “Influence of young consumers’ external and internal variables on their e-loyalty to tourism sites,” J. Destin. Mark. Manag., 2020, doi: 10.1016/j.jdmm.2020.100409.
R. M. Bagby, J. D. A. Parker, and G. J. Taylor, “Twenty-five years with the 20-item Toronto Alexithymia Scale,” Journal of Psychosomatic Research. 2020, doi: 10.1016/j.jpsychores.2020.109940.
D. Ariyanto, “Influence of justice, culture and love of money towards ethical perception on tax evasion with gender as moderating variable,” J. Money Laund. Control, 2020, doi: 10.1108/JMLC-06-2019-0047.
T. F. Rukuni, E. T. Maziriri, and T. Chuchu, “Data on occupational health and safety strategies influencing the reduction of coronavirus in South Africa,” Data Br., 2020, doi: 10.1016/j.dib.2020.106300.
S. Inyurt, “Modeling and comparison of two geomagnetic storms,” Adv. Sp. Res., 2020, doi: 10.1016/j.asr.2019.11.004.
M. Talwar, S. Talwar, P. Kaur, N. Tripathy, and A. Dhir, “Has financial attitude impacted the trading activity of retail investors during the COVID-19 pandemic?,” J. Retail. Consum. Serv., 2021, doi: 10.1016/j.jretconser.2020.102341.
B. Alhayani, H. Jasim Mohammed, I. Zeghaiton Chaloob, and J. Saleh Ahmed, “Effectiveness of artificial intelligence techniques against cyber security risks apply of IT industry,” Mater. Today Proc., 2021, doi: 10.1016/j.matpr.2021.02.531.
P. Garg, B. Gupta, A. K. Chauhan, U. Sivarajah, S. Gupta, and S. Modgil, “Measuring the perceived benefits of implementing blockchain technology in the banking sector,” Technol. Forecast. Soc. Change, 2021, doi: 10.1016/j.techfore.2020.120407.
R. Pinem and M. Alfian, “Environmental Awareness, Environmental Knowledge, and Environmental Promotion by the Government towards Environment Friendly Concept on Semarang Small and Medium Enterprises,” 2021, doi: 10.4108/eai.9-10-2020.2304785.
S. (Sam) Kim, J. Kim, F. Badu-Baiden, M. Giroux, and Y. Choi, “Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic,” Int. J. Hosp. Manag., 2021, doi: 10.1016/j.ijhm.2020.102795.
A. Batouei, M. Iranmanesh, H. Mustafa, D. Nikbin, and T. A. Ping, “Components of airport experience and their roles in eliciting passengers’ satisfaction and behavioural intentions,” Res. Transp. Bus. Manag., 2020, doi: 10.1016/j.rtbm.2020.100585.
F. T. Shah, Z. Syed, A. Imam, and A. Raza, “The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator,” J. Air Transp. Manag., 2020, doi: 10.1016/j.jairtraman.2020.101815.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Proceeding of The International Conference of Inovation, Science, Technology, Education, Children, and Health
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
