ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN STASIUN GUBENG BARU SURABAYA DENGAN MENGGUNAKAN METODE SERVICE QUALITY
| Main Author: | Rahman, Akhmad Rijani |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
|
| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/54315/86/PENDAHULUAN.pdf http://eprints.umm.ac.id/54315/44/BAB%201.pdf http://eprints.umm.ac.id/54315/45/BAB%202.pdf http://eprints.umm.ac.id/54315/46/BAB%203.pdf http://eprints.umm.ac.id/54315/47/BAB%204.pdf http://eprints.umm.ac.id/54315/48/BAB%205.pdf http://eprints.umm.ac.id/54315/49/LAMPIRAN.pdf http://eprints.umm.ac.id/54315/ |
Daftar Isi:
- Transportation is an inseparable part and is very much needed in daily life. Train is one of the land transportation which has many advantages compared to other types of transportation. Passenger satisfaction is a barometer of a company's success. This research aims to determine the level of passenger satisfaction with the quality of services at Gubeng Baru Train Station Surabaya. The population in this research is the Train Passenger. The sample used in this study were 100 respondents. The method used to measure service quality is to use the Service Quality method, with five dimensions of service characteristics namely, physical evidence, care, reliability, responsiveness, and guarantee. From the results of data processing, it is obtained the attributes that need to be operated by the station to be repaired are the availability of waiting places and comfortable and adequate seating as well as the availability and cleanliness of train facilities such as prayer rooms, toilets and children's playgrounds. Based on the analysis of the results of data processing using the IPA method shows that the level of passenger satisfaction with the quality of services at the Gubeng Baru Train Station Surabaya is included in the excellent category with a value of 81.79.