Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Jasa Kereta Rel Listrik (Studi Kasus Stasiun Kranji)

HABIBUR RAHMAN, . (2023) Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Jasa Kereta Rel Listrik (Studi Kasus Stasiun Kranji). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Kereta Rel Listrik (KRL) Commuter Line berperan sebagai salah satu transportasi umum pada daerah Jabodetabek, sehingga faktor-faktor dalam pelayanan pelanggan harus mendapatkan perhatian khusus. Konsep kepuasan pelanggan merupakan penilaian tingkat kepuasaan seorang pelanggan atau pengguna jasa setelah membandingkan kinerja atau hasil yang dirasakan dengan harapan dan persepsi terhadap jasa tersebut.Tujuan penelitian ini untuk mengetahui tingkat kepuasan pelanggan pada pengguna Kereta Rel Listrik (KRL) di Stasiun Kranji dengan membagikan kuesioner kepada 100 responden melalui google form dengan menggunakan Peraturan Menteri Perhubungan Republik Indonesia Nomor PM 63 Tahun 2019 sebagai dasar dalam pertanyaan kuesioner. Data diolah menggunakan statistik yaitu uji validitas, uji reliabilitas dan metode Customer Satisfaction Index (CSI). Berdasarkan 100 responden, diperoleh hasil pertanyaan- pertanyaan kuesioner bersifat valid dan reliabel. Sedangkan untuk mengukur dan mengetahui kepuasan pelanggan menggunakan metode Customer Satisfaction Index (CSI) dinyatakan pengguna KRL di Stasiun Kranji sangat puas dengan presentase kepuasan sebesar 82,72%. The Commuter Line Electric Rail Train (KRL) acts as one of the public transportations in the Jabodetabek area, so that factors in customer service must receive special attention. Customer satisfaction is the level of satisfaction of a customer or service user after comparing the perceived performance or results with the expectations and perceptions of the service. The purpose of this study was to determine the level of customer satisfaction for Electric Rail Train (KRL) users in Kranji by distributing questionnaires of 100 respondents via Google form using the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 63 of 2019 as the basis for the questionnaire questions. The data was processed using statistics, namely validity test, reliability test and the Customer Satisfaction Index (CSI) method. Based on 100 respondents, the results of the questionnaire questions are valid and reliable. Meanwhile, to measure and determine customer satisfaction using the Customer Satisfaction Index (CSI) method, it is stated that KRL users at Kranji Station are very satisfied with a satisfaction percentage of 82.72%

Item Type:	Thesis (Sarjana)
Additional Information:	1) Kencana Verawati, S.S.T., M.M.Tr
Subjects:	Ilmu Sosial > Transportasi dan Komunikasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 20358 not found.
Date Deposited:	08 Sep 2023 02:13
Last Modified:	08 Sep 2023 02:13
URI:	http://repository.unj.ac.id/id/eprint/41861

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