THE EFFECT OF PHYSICAL FACILITIES AND SERVICE QUALITY ON CUSTOMER SATISFACTION IN USING ARGO CHERIBON TRAIN FOR GAMBIR-CIREBON DESTINATION IN 2022

Haryani Oktavia Prasesti, Airlangga Arraffi, Masjraul Hidajat, Ira Rachman

Abstract


This research was conducted because of various efforts to provide satisfaction to its customers. The research entitled The Effect of Physical Facilities and Service Quality on Customer Satisfaction in using Argo Cheribon Train for Gambir-Cirebon Destination in 2022. The method used in this study was quantitative. This research used 100 sample from the passengers of Argo Cheribon train. This study used multiple linear regression data analysis to test the hypothesis. The analysis was carried out using SPSS version 24. The results indicate that the physical facilities variable has no significant effect on customer satisfaction, and service quality partially and positively has a significant effect on customer satisfaction.


Keywords


Physical Facilities, Quality of Service, Customer Satisfaction, Punctuality, Train

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References


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DOI: https://doi.org/10.25292/atlr.v5i0.525

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