Pengaruh Kualitas Jasa pelayanan PT. Kereta Api Indonesia Persero (PT. KAI) Terhadap Kepuasan Konsumen. (Effect of Service Quality PT. Kereta Api Indonesia Persero (PT. KAI) on Consumer Satisfaction).

Gapi, Femi Ursula (2023) Pengaruh Kualitas Jasa pelayanan PT. Kereta Api Indonesia Persero (PT. KAI) Terhadap Kepuasan Konsumen. (Effect of Service Quality PT. Kereta Api Indonesia Persero (PT. KAI) on Consumer Satisfaction). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

PT. KAI (Persero) DAOP VIII Surabaya which manages the Surabaya Gubeng Railway Station in the aim of fulfilling customer satisfaction, expects that the quality of service must really match what customers and passengers of the service expect, even though there are many changes towards this progress of course there is a gap in customer expectations for service and facilities provided by PT. KAI which can influence its consumers. The purpose of this research is to describe how much it influences the quality of services PT. KAI on the quality of consumer satisfaction at Surabaya Gubeng Station. The type of research used in this research is quantitative research with the research method used as a survey and the research design used is cross-sectional. This research was conducted at Surabaya Gubeng Station. Sampling onstudy this is done by method nonrandom sampling that is accidental sampling, and the number of samples used in this study was determined using the Slovin formula. The data collection technique that will be used in this study is by using questionnaires. The results showed that most of the respondents were aged 20-29 years, with the sex of the majority being male, and most of them did not work or were housewives, andpart frequency in visiting once. The results of the classical assumption test in this study show that the data are normally distributed, linear, free of multicollinearity, free of autocorrelation, and free of heteroskedasitas so it can be tested parametric and analysis regression double linear. The results of the t test partially show a sig value > 0.05, meaning that partially the quality of service is consists of the five dimensions has a significant effect on customer satisfaction, while the results of the F test show a sig value of 0.000 which show that the sig value <0.05, so that simultaneously the service quality of PT. KAI has no significant effect on consumer satisfaction. Analysis results regression multiple linear indicates that the overall service quality has a positive effect and is proportional to customer satisfaction. The results of the test for the coefficient of determination show that the service quality of PT. KAI Surabaya Gubeng on consumer satisfaction, namely 53.8%. The conclusion obtained in this study is the quality of services provided by PT. KAI Surabaya Gubeng as a whole does not have a significant effect on customer satisfaction, although not significant, the effect of the quality of services provided on customer satisfaction is 53.8% and the effect is comparable to customer satisfaction so that if the quality of services provided is improved, consumer satisfaction will also increase. KEY WORDS : INFLUENCE OF QUALITY, CUSTOMER SATISFACTION, SURABAYA GUBENG RAILWAY STATION

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: INFLUENCE OF QUALITY, CUSTOMER SATISFACTION, SURABAYA GUBENG RAILWAY STATION
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User: 1111900005 Femi Ursula Gapi
Date Deposited: 06 Sep 2023 02:19
Last Modified: 06 Sep 2023 02:19
URI: http://repository.untag-sby.ac.id/id/eprint/24392

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