User Perceptions of C-Access App: A Study of Passenger Experience in Jakarta KRL Commuter Line
Keywords:
C-Access, Commuter Line, Reputation, Schedule InaccuracyAbstract
The C-Access app by PT Kereta Commuter Indonesia is a popular tool among public transportation users in Jakarta, providing real-time schedules, fare calculations, and route information. Despite its functionality, user satisfaction has been affected by technical issues, particularly schedule inaccuracies, which have led to overcrowding and dissatisfaction during peak hours. This qualitative study explores the app's reputation by focusing on four key elements: credibility, reliability, trustworthiness, and responsibility. Findings reveal that while the app is generally credible and appreciated for aiding commuting decisions, reliability issues such as slow updates and occasional technical glitches pose challenges. Users generally trust the app, but trust decreases with inconsistencies in schedule information, leading to discomfort. Moreover, the study highlights PT KCI's ongoing efforts to address these issues and improve user experience, although faster response times are needed. The C-Access app, backed by PT KAI's reputation as a state-owned enterprise, retains strong credibility but requires enhanced operational reliability to maintain user trust and satisfaction. Addressing these challenges could strengthen the app's reputation and ensure sustained customer loyalty.
Downloads
References
Amin, R., & Rahmawati, D. (2020). "Pengaruh Pengembangan Karakter Perusahaan terhadap Reputasi Bisnis." Jurnal Manajemen dan Inovasi Bisnis, 7(3), 120-130.
Aminuddin, M., Hasan, M., & Alamsyah, A. (2021). "Pengaruh Aplikasi Mobile terhadap Kepuasan Pengguna Transportasi Publik: Studi Kasus KRL Commuter Line." Journal of Urban Transportation, 9(2), 123-135.
Anindira, R. A. (2021). "Analisis Tanggung Jawab Perusahaan dalam Pengelolaan Aplikasi Transportasi Publik." Jurnal Etika Bisnis dan Teknologi, 6(4), 55-67.
Anggita, N. D., Wardhani, A., & Suryana, T. (2022). "Evaluasi Kebijakan Pengembangan Transportasi Publik oleh PT KCI." Jurnal Teknologi dan Inovasi Transportasi, 5(3), 89-100.
Bintang, F., Pradana, A., & Kusnandar, R. (2020). "Implementasi Kebijakan Transportasi Umum di Jakarta: Studi Kasus KRL." Jurnal Transportasi Publik, 12(1), 76-88.
Christiani, D., & Fatmayati, T. (2022). "Reputasi Perusahaan dan Kepuasan Pelanggan: Studi pada Pengguna Transportasi KRL." Jurnal Bisnis dan Manajemen Terapan, 6(4), 45-58.
Creswell, J. W. (2018). Qualitative Inquiry and Research Design: Choosing Among Five Approaches (4th ed.). SAGE Publications.
Fauzi, H., & Sari, A. (2020). "Peran Moda Transportasi Publik di Kota Jakarta: Analisis Penggunaan KRL." Jurnal Sosial dan Perkotaan, 15(2), 112-123.
Fombrun, C. (2019). "Reputation: Realizing Value from the Corporate Image." Journal of Business Strategy, 40(1), 12-21.
Habermann, A. L., Müller, S., & Ehmke, C. (2019). "Mobile App for Public Transport: A Usability and User Experience Study." EAI Endorsed Transactions on Creative Technologies, 5(3). https://eudl.eu/doi/10.4108/eai.5-11-2019.2308278
Haryanto, D. (2021). "Kritik Pengguna Terhadap Aplikasi KRL Access di Google Play Store." Jurnal Riset Teknologi Informasi, 9(3), 134-145.
Kahardja, I. (2021). "Kepercayaan Publik terhadap Reputasi Perusahaan di Era Digital." Jurnal Bisnis dan Komunikasi Strategis, 9(3), 75-88.
Kurniawan, B. (2021). "Pengaruh Reputasi Aplikasi Terhadap Kepuasan Pengguna: Studi Kasus KRL Access." Journal of Digital Marketing Research, 3(1), 98-107.
Kurniawan, D., & Maulana, Y. (2022). "Peran Reputasi dalam Pengembangan Aplikasi Layanan Publik." Jurnal Manajemen Publik, 10(1), 98-110.
Lee, J., & Kim, S. (2022). "Evaluating Mobile Apps for Transportation Services: A Study on Usability and Design." Asian Journal of Transportation Technology, 12(1), 47-65. https://link.springer.com/article/10.1007/s12564-022-09789-w
Marginingsih, R., Susilowati, D., & Widiyanti, A. (2020). "Analisis Tingkat Kepuasan Masyarakat melalui Pelayanan Informasi pada Aplikasi KRL Access." Jurnal Khatulistiwa Informatika, 4(2), 185-199.
Miles, M. B., & Huberman, A. M. (1994). Qualitative Data Analysis: An Expanded Sourcebook. SAGE Publications.
Mulyani, S. (2019). "Teori Reputasi dan Keterandalan dalam Bisnis Digital." Jurnal Manajemen dan Bisnis Digital, 12(2), 45-56.
Prasetyo, S., Wibowo, H., & Saputra, F. (2021). "Transformasi Fasilitas KRL dan Pengaruhnya terhadap Kepuasan Penumpang." Jurnal Transportasi Indonesia, 8(2), 34-45.
Resmitasari, A., Mursityo, Y. T., & Wijoyo, S. H. (2020). "Evaluasi Pengalaman Pengguna Pada Aplikasi KRL Access Dengan Menggunakan Metode Usability Testing dan User Experience Questionnaire." Universitas Brawijaya.
Sari, A., & Nugraha, F. (2021). "Pentingnya Reputasi Perusahaan dalam Era Transformasi Digital." Journal of Strategic Management and Digital Innovation, 6(4), 56-70.
Sari, A., & Nugraha, F. (2023). "Pentingnya Reputasi Perusahaan dalam Menghadapi Tantangan Digitalisasi: Studi Kasus PT KCI." Journal of Strategic Management and Digital Innovation, 7(1), 22-35.
Setiawan, R., & Firmansyah, Y. (2021). "Evaluasi Penggunaan Aplikasi KRL Access di Kalangan Pengguna Commuter Line." Jurnal Teknologi Transportasi, 8(3), 112-123.
Setiawan, R., & Firmansyah, Y. (2021). "Penggunaan Teknologi NFC dalam Aplikasi Transportasi Publik di Indonesia." Jurnal Teknologi dan Inovasi Digital, 4(2), 44-56.
Shiller, B., & Bryan, T. (2020). "Corporate Social Responsibility and Reputation Management." Journal of Business Ethics, 12(4), 245-260.
Srinivasan, V., Ali, M., & Suhail, K. (2021). "Passengers' Perception and Satisfaction Level Towards Public Transport." Journal of Public Transportation Research, 13(2), 98-114. https://link.springer.com/article/10.1007/s10258-021-00623-1
Sugiharto, A., & Nurdin, M. (2022). "Faktor-Faktor Penentu Reputasi Aplikasi Layanan Publik di Indonesia." Jurnal Inovasi dan Manajemen Teknologi, 9(2), 88-98.
Yudha, P. (2021). "Masalah Akurasi Jadwal di Aplikasi KRL Access." App Store User Review, 10 November 2021.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Muhammad Hafiz Nurul Haqqi

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Ultimacomm Jurnal Ilmu Komunikasi allows readers to read, download, copy, distribute, print, search, or link to its articles' full texts and allows readers to use them for any other lawful purpose. The journal allows the author(s) to hold the copyright without restrictions. Finally, the journal allows the author(s) to retain publishing rights without restrictions
1. Authors are allowed to archive their submitted article in an open access repository
2. Authors are allowed to archive the final published article in an open access repository with an acknowledgment of its initial publication in this journal