Kualitas Layanan Terhadap Kepuasan Pengguna Jasa Commuter Line Parung Panjang

Nurmalasari - Nurmalasari, Adhitya Dinhar

Abstract


Improving the quality of service to consumers is a major priority in companies engaged in public transportation. The purpose of this research is to analyze and know the level of commuter line user satisfaction that they feel. The type of research used is descriptive quantitative. For data collection includes literature study and field study by way of observation and distribution of questionnaires. This collection sample was collected from 100 respondents residing in Bekasi station. Based on the results of questionnaire analysis with multiple regression method, it can be concluded that there are seven factors that must be improved because not satisfactory, which include: seating capacity, cleanliness, functioning of train facilities, available tools to provide travel route info, accuracy of departure schedule, and willingness of officers to appreciate and prioritize the needs of Commuter Line users. While some factors according to the respondents are important and satisfactory, are: the speed and accuracy of the officer in providing services, the ability to provide the best service, as evidenced by the dimensions of service quality that exist only dimensions of assurance variables that have a significant level 0.36 <0.05 and tangible variables has a significant level of 0.000 <0.05 most influential in the face of commuter line user satisfaction.


Full Text:

PDF

References


Harjati, L., & Venesia, Y. (2015). Pengaruh Kualitas Layanan Dan Persepsi Harga Terhadap Kepuasan Pelanggan Pada Maskapai Penerbangan Tiger Air Mandala. E-Journal WIDYA Ekonomika, 1(1), 64–74.

Jakaria, Y. (2015). Mengolah Data Penelitian Kuantitatif Dengan SPSS. Bandung: CV Alfabeta.

Kusumaningrum, A. E., & Asfirotun, J. (2013). Analisis Kepuasan Pengguna Jasa Terhadap Kinerja Pt . Kereta Api Indonesia ( Persero ) ( Krl Commuter Line Jakarta Kota – Bogor ). Proceeding PESAT (Psikologi, Ekonomi, Sastra, Arsitektur & Teknik Sipil), 5, 8–9.

Oktariansyah, Damayanti, R., Usman, B., & Eko Putra, A. (2017). Analisis Kualitas Pelayanan Angkutan Umum ( Transmusi ) Melalui Kinerja Terhadap Kepuasan Masyarakat di Kota Palembang. Jurnal Manajemen Dan Bisnis Sriwijaya (JBMS), 15(1).

Rasyid, M. K., & Gaol, B. L. (2013). Dampak Penerapan Sistem Komuter Line Kereta Listrik terhadap Kepuasan Pelanggan ( Studi Kasus pada PT . Kereta Api Listrik AC JABODETABEK ) ( Impact of Implementation of System Commuter Line at Electric Train on Customer Satisfaction. Jurnal IPTEK, 8(1), 22–27.

Saidah, D. (2017). Kualitas Pelayanan. Jurnal Manajemen Transportasi&Logistik, 04(01), 51–58.

Semuel, H., & Wijaya, N. (2010). Service Quality, Perceived value, Satisfaction, Trust, dan Loyalty pada PT. Kereta Api Indonesia Menurut Penilaian Pelanggan Surabaya. Jurnal Manajemen Pemasaran, 4(1), 23–37. https://doi.org/10.9744/pemasaran.4.1.pp. 23-37

Sugiyono. (2017). Metode Penelitian Kombinasi (Edisi 9). Bandung: CV Alfabeta.

Sukwadi, R., & Teofilus, G. (2015). Behavioral Intention Penumpang. Jurnal Teknik Industri, X(2), 71–76.




DOI: https://doi.org/10.31294/jc.v18i2.3679

Dipublikasikan oleh LPPM Universitas Bina Sarana Informatika

Jl. Dewi Sartika No. 289, Cawang, Jakarta Timur Telp : 021-8010836, ext. 202
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License