EVALUASI TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KINERJA KRL COMMUTER LINE (Studi Kasus: Rute Serpong ke Tanah Abang)
| Main Author: | REJEKI MARSADA MALAU, TIJEN |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2017
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/3055/1/EVALUASI%20TINGKAT%20KEPUASAN%20PENGGUNA%20JASA%20TERHADAP%20KINERJA%20KRL%20COMMUTER%20LINE%20%28Studi%20Kasus%20Rute%20Serpong%20ke%20Tanah%20Abang%29.pdf https://eprints.untirta.ac.id/3055/ |
Daftar Isi:
- Commuter line is a transportation favorite by the user services in Jakarta, Bogor, Depok, Tangerang, Bekasi. Train services rapid is in the superiority of commuter line. But, increased the number of passenger every day has created problems in its performance, as dense passengers every carriages and passengers are crammed. The aim of this research is to evaluate commuter users’ satisfaction with the destination from Serpong to Tanah Abang. In terms of customer satisfaction, service quality is a tool to approach which can be applied to measure the level of users satisfaction. This method uses a questionnaire that is used as a tool to assist in knowing the desire/perception and what the expectations of customers. Furthermore, service quality is measured by the gap between perception and expectation. This research analyzed using 20 attributes that are available on the five dimensions of service quality namely Tangibles, Reliability, Responsiveness, Assurance, Empathy. The result of research shows that what is expected users have not been. This can be seen The results of the analysis of the level of service quality to customer satisfaction is Tangibles -0,336, Reliability -0,361, Responsiveness -0,284, Assurance -0,280, Empathy -0,402. The value of customer satisfaction is categorized as not satisfied so that the level of quality in the service of commuter line Serpong to Tanah Abang is considered not to meet the needs and wishes of the customer.