EVALUASI TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KINERJA KRL COMMUTER LINE
| Main Author: | DIAH PRATIWI, EGA |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2017
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/4620/1/EVALUASI%20TINGKAT%20KEPUASAN%20PENGGUNA%20JASA%20TERHADAP%20KINERJA%20KRL%20COMMUTER%20LINE%20%28STUDI%20.PDF https://eprints.untirta.ac.id/4620/ |
Daftar Isi:
- Commuter has been launched as a sub-con of PT. KAI (Persero) on 15 September 2008, in the beginning of its existence, Commuter has given many benefits to all users. As one of the land transportations, commuter is also cheap and safe, moreover, it helped passengers to be on time, it doesn’t cost much time because passengers will not be delayed by the traffic, and like other trains, commuter also carry many passengers in one wagon. Those advantages make Commuter become a high-demanding transportation in Indonesia, especially in the rural area. the aim of this research is to evaluate commuter users’ satisfaction with the destination from Tangerang to Duri. This research had been done by using survey methods, the data were gained by spreading questionnaire in Commuter to analyze the relationship between the characteristics of service users with the level of customer satisfaction and of the ministry of the Commuter line directly to the service users using calculation methods (Servqual Service Quality). This research analyzed using 19 attributes that are available on the five dimensions of service quality namely Tangibles, Reliability, Responsivensess, Assurance, Empathy. The value of Servqual shown by searching for the value gap (the gap between the perception of the service provider and consumer expectations. From the sustaibility data shows that the level of service user satisfaction commuter line in the category of very well with the assessment of 88,77 %. The results of the analysis of the level of service quality to customer satisfaction is Tangibles -0,3068, Reliability -0,425, Responsivensess -0,5364, Assurance - 0,5409, Empathy -0,6046. The value of customer satisfaction is categorized as not satisfied so that the level of quality in the service of commuter line Tangerang to Duri is considered not to meet the needs and wishes of the customer.