PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT KERETA API INDONESIA PERSERO DAOP 8 SURABAYA

Abstract

This research is aimed to examine the influence of the dimension of service quality i.e. tangibles, reliability,
responsiveness,assurance, and empathy to the customer satisfaction of PT Kereta Api Indonesia Persero Daop 8
Surabaya. The population in this research is all service-users of PT Kereta Api Indonesia Persero Daop 8
Surabaya. The sample collection method has been carried out by using non probability sampling technique and
based on the predetermined criteria, 100 respondents have been selected as samples. The data analysis technique
method has been carried out by using multiple linear regressions analysis with the assistance of SPSS
(Statictical Product and Services Solutions) application. The result of the research shows that reliability and
empathy give positive and significant influence to the customer satisfaction due to the value of t-count is larger
than the value of t-table and its significancy value is smaller than 0.05. Meanwhile, the variables i.e. tangibles,
assurance, and empathy does give any significant influence to the customer satisfaction.