Pengaruh Inovasi Pada Aplikasi Access by KAI Terhadap Kualitas Pelayanan


  • Rima Nurmalah UIN Sunan Gunung Djati Bandung
  • Muhibudin Wijaya Laksana UIN Sunan Gunung Djati Bandung
  • Hilma Mutiara Winata UIN Sunan Gunung Djati Bandung



Digital governance, public service innovation, mobile service quality, Access by KAI


Innovation in the Access by KAI application aims to provide better services to the public. However, this innovation encounters several issues such as limited technological access by the public, policy non-inclusivity, and lack of effectiveness in socialization efforts. Therefore, this study aims to investigate the impact of innovation in the Access by KAI application on service quality. Additionally, it aims to determine the effective contribution of innovation dimensions in the Access by KAI application to service quality. This research utilizes an associative method with a quantitative approach. Data was collected through observation and questionnaire results, while data analysis employed robust M-estimation regression. The results indicate that the quality of public service innovation is very high, and the quality of m-service is high. Furthermore, public service innovation obtains significant variable coefficient values at a significant level (α=0.05). This is indicated by the p-value of the public service innovation variable being 0.000<0.05, showing the influence of public service innovation on m-service quality in the Access by KAI application. The effective contribution of each dimension of public service innovation to m-service quality is as follows: relative advantage dimension 0.48%, compatibility dimension 29.03%, complexity dimension 14.22%, testability dimension 9.83%, and observability dimension 8.39%.


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