Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan KRL Commuterline Rute Jakarta Kota – Bogor

Dickdick Sodikin

Abstract


PT. Kereta Commuter Indonesia is a popular mode of public transportation for Indonesians. This study aims to determine how much influence the quality of service and facilities has on customer satisfaction of the KRL commuter line from Jakarta Kota to Bogor. The research is quantitative, and a simple random sampling technique was used. Questionnaires were distributed to 100 respondents to obtain the research data. Multiple regression was used to analyze the data. The results showed that the service quality variable (X1) had a positive and significant effect, with 56.2% customer satisfaction. The facility variable (X2) had a positive and significant effect, with 58.6% customer satisfaction. Besides, the quality of service and facilities jointly affect customer satisfaction by 64.9%.


Keywords


Service quality, facilities, customer satisfaction

Full Text:

PDF

References


Adawia, P. R., Azizah, A., Endriastuty, Y., & Sugandhi, S. (2020). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Kereta Api Commuter Line (Studi Kasus Commuter Line Arah Cikarang Ke Jakarta Kota). Sebatik, 24(1), 87–95. https://doi.org/10.46984/sebatik.v24i1.869

Antara. (2022). In Picture: Jumlah Penumpang KRL 2021 Menurun. https://republika.co.id/berita/r54zh6283/jumlah-Penumpang-Krl-2021-Menurun. https://republika.co.id/berita/r54zh6283/jumlah-penumpang-krl-2021-menurun

Halim, F., Kurniullah, A. Z., Efendi, M. B., Sudars, A., Purba, B., Sisca, D. L., Mangiring, H., Permadi, A., & Novela, V. (2021). Manajemen Pemasaran Jasa. In kitamenulis.id. Yayasan Kita Menulis. https://id1lib.org/book/17583536/243456

Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan (p. 114). Unitommo Press.

PT.KCI. (2020). Laporan Tahunan 2020 (Annual Report). https://www.krl.co.id/wp-content/uploads/2016/06/Annual-Report-2020-1.pdf

Sugiyono. (2015). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta.

Tjiptono, F. (2014). Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian. Andi Offset.




DOI: https://doi.org/10.31334/jambis.v3i3.3176

DOI (PDF): https://doi.org/10.31334/jambis.v3i3.3176.g1525

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 JAMBIS : Jurnal Administrasi Bisnis

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

JAMBIS : Jurnal Administrasi Bisnis

ISSN 2775-2615 (Media Online)
Email :  [email protected]
Website: http://ojs.stiami.ac.id/index.php/JUMABI/index

 

INDEKS BY: