Sari, Indah Ulkiya (2024) Manajemen Strategi PT Kereta Commuter Indonesia Wilayah VIII Surabaya dalam Meningkatkan Kepuasan Penumpang Kereta Rute Surabaya-Blitar. (Strategic Management of PT Kereta Commuter Indonesia Region VIII Surabaya in Increasing Passenger Satisfaction on the Surabaya-Blitar Route). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This research is motivated by the relatively high frequency of commuter train travel so that many passengers do not get train tickets and there are passengers who sit not according to their seat number. Thus, the purpose of this study is to determine the level of passenger satisfaction and how the management strategy of PT Kereta Commuter Indonesia in increasing passenger satisfaction as well as its supporting and inhibiting factors. The type of research used by researchers in this study is descriptive with a qualitative approach. The location of this research was Wonokromo Station which is located at Jagir, Wonokromo, Surabaya. The results of this study provide the fact that the average passenger is quite satisfied when using this commuter transportation. In addition, there are three key success factors in increasing passenger satisfaction. One of the supporting factors for PT Kereta Commuter Indonesia is the existence of suggestions and input from passengers, and the inhibiting factor is the large number of requests for additional fleets or carriages because many customers do not get passenger capacity. The conclusion obtained from this research is that criticism and input from passengers is an opportunity for PT Kereta Commuter Indonesia because it can know what passengers need, such as what is still lacking, what needs to be improved, and what needs to be evaluated so that it can continue to increase passenger satisfaction. If passengers feel satisfied and comfortable, they will definitely ride this train again so that it can cover finances.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Strategy Management; Commuter Line; Satisfaction |
| Subjects: | H Social Sciences > HV Social pathology. Social and public welfare H Social Sciences > HX Socialism. Communism. Anarchism J Political Science > JA Political science (General) J Political Science > JC Political theory |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1112000206 INDAH ULKIYA SARI |
| Date Deposited: | 21 Oct 2024 04:46 |
| Last Modified: | 21 Oct 2024 04:46 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/33595 |
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