HUBUNGAN PELAYANAN PRIMA DENGAN KEPUASAN PELANGGAN PT KERETA API INDONESIA (PERSERO) PADA STASIUN PASAR SENEN (STUDI KASUS: KA PROGO PASAR SENEN-LEMPUYANGAN KELAS EKONOMI)

Authors

  • Suhartono Suhartono Universitas Bina Sarana Informatika
  • Eka Putri Nur Azizah
  • Lukman Hakim
  • Hartanti Hartanti

DOI:

https://doi.org/10.26618/kjap.v5i3.2574

Abstract

PT Kereta Api Indonesia (Persero) is a land transportation service company that prioritizes customer satisfaction. The purpose of this study was to determine excellent service, to determine customer satisfaction and to determine the relationship of excellent service with customer satisfaction at Pasar Senen Station in Jakarta. The research method uses quantitative methods with questionnaires and interviews analyzed using SPSS 22.0. Population of 100 respondents using saturated sample techniques. The results showed that the correlation of 0.746 which means that there is a very strong relationship between excellent service and customer satisfaction. In the coefficient of determination test it is known that the R Square value of 55.6% and the remaining 44.4% is influenced by other factors.

Keywords: Excellent Service, Customer Satisfaction

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Published

2019-12-31

Issue

Vol. 5 No. 3 (2019): Desember

Section

Articles

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