PENGARUH FAKTOR KEPERCAYAAN, KUALITAS LAYANAN, DAN FASILITAS TERHADAP KEPUASAN PELANGGAN KERETA API

Abstract

Service quality is a strategy which is used by the company to maintain and to attract customers. Provide superior service for business practitioners is an important strategy since it can attract new customers. On economic class train in Surabaya the level of customer confidence is considered to be not fully trust. It is due to the occurence of train wreck which have made the users of train service feel worried when they have to use economic class. Problems always occur on ticketing when it is reviewed from service quality aspect. This research is meant to find out the influence trust, service quality factor, and facilities to the the customer of economic class train transportation service in Surabaya. This research is causal comparative research. The population is all customers of economic class train in Surabaya. The numbers of samples are 100 respondents which have been selected by using slovin formula. The data analysis technique has been carried out by using multiple linear regressions. The result of this research shows that trust gives significant and positive influence to the customer satisfaction of economic class train transportation service. Service quality gives significant and positive influence to the customer satisfaction of economic class train transportation service. Facility gives significant and positive influence to the customers satisfaction of economic class train transportation service.
Keywords: Trust, service quality, facility, customer satisfaction.