EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT. INDONESIAN RAILWAYS (Study Case on KRL Baraya Geulis)
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Date
2020
Journal Title
Journal ISSN
Volume Title
Publisher
Solid State Technology Volume: 63 Issue: 4
Abstract
The purpose of the author's research is to determine the response of Indonesian consumers to PT
Kereta Api Indonesia on service quality and satisfaction consumers, as well as to determine the
extent to which service quality affects consumers (KRLBaraya Geulis case study). To measure
and analyze the relationship between variables independent on the top and variable dependent,
author spreading questionnaires to 150 consumer users KRLBaraya Geulis, then use the
methods of statistical analysis of the coefficient of correlation rank correlation to assess the
respondent. The results of the answers are analyzed. The coefficient of determination and
statistical t-test both performed by using tools SPSS 14.0. From the results of the research that
the response of consumers on the quality of services and satisfaction of consumers KRLBaraya
Geulis is, there is a positive relationship between the quality of service (X) and the satisfaction of
the customer (X) at KRL Baraya geulis. So, the hypothesis that the author makes can be
accepted, meaning that the author's hypothesis is supported by facts in the field. Statement
hypothesis "Quality of service (X) has the effect that significant to the satisfaction of the
customer (Y) at KRL Baraya geulis".
Description
Keywords
Service Quality, Customer Satisfaction