CUSTOMER PERCEPTION ON KA COMMUTER LINE SERVICE QUALITY (STUDY CASE ON CONNECTING PASSENGERS OF KA COMMUTER LINE BEKASI TIMUR – MANGGARAI CONNECTING TO TANAH ABANG)

Dine Tiara Puri, Farid Marzuqi, Irwan Chairuddin, Sonya Sidjabat

Abstract


Commuter Line is a type of transportation that is large, fast and efficient. It can carry many passengers, has its own lane so it does not cause congestion. In addition, it uses environmentally friendly (non-fossil fuels) However, Commuter Line needs to increase its service quality. This research was conducted to know customer perception about the Service Quality of KA Commuter Indonesia. The research used variables of Service Quality (SERVQUAL) namely Tangible, Reliability, Responsiveness, Assurance, and Empathy. This research used 100 samples, taken from passengers of the Commuter Line who took connecting train from Manggarai station to Tanah Abang station. The result of Customer Perception can be concluded with an analysis of respondent's perception research assessment variable on Service Quality of KA Commuter. The results of this research contribute to the service quality of KA Commuter services for passengers so that they can be used as input or consideration in improving the quality of services provided by KA Commuter.


Keywords


Commuter line, service quality, customer’s perception, SERVQUAL

Full Text:

PDF

References


Arikunto, S. (2010). Prosedur Penelitian: Suatu Pendekatan Praktik. Edisi Revisi. Jakarta: Rineka Cipta. Jurnal Ilmiah Farmasi Farmasyifa. https://doi.org/10.29313/jiff.v1i1.2873

Indonesia, K. K. C. (n.d.). web krl. www.krl.co.id

Irma, Y. F., Retno, W. P., & Misbahul, A. (2019). PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN KONSUMEN DAN MINAT BELI ULANG DI WARUNG KOPI KLOTOK. Manajemen Bisnis, 10(1), 19. https://doi.org/10.18196/mb.10167

J, M., & R, L. (2019). Internal Service Quality and Employees Perceptions of Rail Commuter Service Quality in Johannesburg. Contemporary Management, 16(2), 35. https://doi.org/10.35683/jcm19005.47

Maulana, I., & Darmastuti, I. (2015). ANALISIS PENGARUH PERSEPSI HARGA, KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUTUSAN PEMBELIAN SEPEDA MOTOR MEREK YAMAHA MIO (Studi Di Dealer Yamaha Pemuda Semarang). Journal of Management, 4(3), 14.

Retnawati, H. (2016). Analisis Kuantitatif Instrumen Penelitian (1st ed.). Parama Publishing. http://staff.uny.ac.id/sites/default/files/pendidikan/heri-retnawati-dr/analisis-instrumen-penelitiana4100hal.pdf

Sidjabat, S. (2017). FACTORS THAT AFFECT USERS’ SATISFACTION OR TRANSJAKARTA BUS CORRIDOR 10 CONSUMERS IN JAKARTA. Global Research on Sustainable Transport, 147, 15. https://doi.org/https://doi.org/10.2991/grost-17.2018.8

Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&DSugiyono. 2013. “Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&D.” Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&D. https://doi.org/10.1. In Metode Penelitian Pendidikan Pendekatan Kuantitaif, Kualitatif, dan R&D. https://doi.org/10.1007/s13398-014-0173-7.2

Suryani, T. (2008). Perilaku Konsumen implikasi pada strategi pemasaran. In Erlangga.




DOI: https://doi.org/10.25292/atlr.v3i0.244

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Advances in Transportation and Logistics Research

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

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.