PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KERETA API EKONOMI JURUSAN SURABAYA - MALANG

Abstract

This research is meant to find out the influence of service quality to the satisfaction of service customers. The population is the customers who have ever used the railway transportation service in Surabaya with the destination of Surabaya-Malang. Meanwhile, the analysis technique has been done by using multiple linear regressions. Eighty passengers and service-users of economic railway service with the destination of Surabaya-Malang in Gubeng Railway station Surabaya are used as samples in this research. The collection of samples has been done by using the non random sampling technique in this research. Based on the result of the t test, it has been found that partially the responsiveness variable gives an insignificant influence to the customer satisfaction. Meanwhile, the remaining independent variables i.e.: physical evidence, reliability, guarantee and empathy partially give significant influence to the customer satisfaction. It is suggested that the management of PT. Kereta Api Daerah Operasi VIII Surabaya to do much better in maintaining the customer satisfaction level and continuously improve their service quality which has been provided in order to be able to compete with other transportation services.
Keywords: Physical Evidence, Reliability, Responsiveness, Guarantee, Empathy, and Customer Satisfaction.