CUSTOMER PERCEPTION ON KA COMMUTER LINE SERVICE QUALITY (STUDY CASE ON CONNECTING PASSENGERS OF KA COMMUTER LINE BEKASI TIMUR – MANGGARAI CONNECTING TO TANAH ABANG)
| Main Authors: | Puri, Dine Tiara, Marzuqi, Farid, Chairuddin, Irwan, Sidjabat, Sonya |
|---|---|
| Format: | Article info application/pdf Proceeding |
| Bahasa: | eng |
| Terbitan: |
Insitut Transportasi dan Logistik Trisakti
, 2020
|
| Subjects: | |
| Online Access: |
https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/244 https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/244/277 |
Daftar Isi:
- Commuter Line is a type of transportation that is large, fast and efficient. It can carry many passengers, has its own lane so it does not cause congestion. In addition, it uses environmentally friendly (non-fossil fuels) However, Commuter Line needs to increase its service quality. This research was conducted to know customer perception about the Service Quality of KA Commuter Indonesia. The research used variables of Service Quality (SERVQUAL) namely Tangible, Reliability, Responsiveness, Assurance, and Empathy. This research used 100 samples, taken from passengers of the Commuter Line who took connecting train from Manggarai station to Tanah Abang station. The result of Customer Perception can be concluded with an analysis of respondent's perception research assessment variable on Service Quality of KA Commuter. The results of this research contribute to the service quality of KA Commuter services for passengers so that they can be used as input or consideration in improving the quality of services provided by KA Commuter.