Analisis Pengaruh Kualitas Pelayanan PT.KAI Terhadap Kepuasan Pelanggan (Studi Pada Kereta Api Lokal Kedung Sepur di Stasiun Ngrombo Grobogan)

Mahdalena, Farida and -, Dra. Mabruroh, M.M. (2019) Analisis Pengaruh Kualitas Pelayanan PT.KAI Terhadap Kepuasan Pelanggan (Studi Pada Kereta Api Lokal Kedung Sepur di Stasiun Ngrombo Grobogan). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The objective to be achieved in this study is to determine the effect of Service Quality variables at PT. KAI Ngombo Grobogan Station consisting of: Reliability, Responsiveness, Assurance, Empathy, Tangibles on Customer Satisfaction. The results of this study are expected to be used as consideration for evaluating the level of service to customers, regarding whether the quality of services that have been carried out are on target or require additional evaluation. This research is an explanatory research that explains causal relationships between variables through testing hypotheses using SEM (Structural Equation Modeling). The population in this study is the train passengers at Ngrombo Grobogan Station, while the sample in this study is the Kedung Sepur Train passengers at Ngrombo Grobogan Station with 133 respondents and using the Slovin formula as a sampling technique. Based on the results of research for the influence of Service Quality on Customer Satisfaction, it is known that Reliability is obtained a regression coefficient of 0.122 and a significance value of 0.047 <0.05 so that reliability has a significant effect on customer satisfaction. Responsiviness obtained a regression coefficient of 0.233 and a significance value of 0.004 <0.05 so that responsiviness has a significant effect on customer satisfaction. Assurance obtained regression coefficient of 0.238 and a significance value of 0.003 <0.05 so that assurance has a significant effect on customer satisfaction. Empathy obtained a regression coefficient of 0.138 and a significance value of 0.023 <0.05 so empathy has a significant effect on customer satisfaction. Tangibles obtained a regression coefficient of 0.125 and a significance value of 0.033 <0.05 so that tangibles had a significant effect on customer satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, customer satisfaction.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	FARIDA MAHDALENA
Date Deposited:	20 Aug 2019 07:32
Last Modified:	20 Aug 2019 07:33
URI:	http://eprints.ums.ac.id/id/eprint/76548

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