ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PT. KERETA API INDONESIA (Studi Kasus Stasiun Pariaman)

Noval Prabowo and Febsri Susanti

No qskzf, OSF Preprints from Center for Open Science

Abstract: This study aims to menganilisis how much influence on the Service Quality Customer Satisfaction PT. KAI in Pariaman Station. After knowing the relevant literature review, this study set out important variables that allegedly affect Customer Satisfaction ie Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4) and Tangible (X5). Quantitative analysis includes: Validity and reliability, Descriptive Analysis, Classical Assumption Test, Analysis of linear regression, hypothesis testing via t test and F test, and analysis of determination (R2). Qualitative analysis is the interpretation of the data obtained in the study and the results of data processing that has been carried out by giving a description and explanation. The data that have met Validity, Reliability and Test Test Classical Assumption processed resulting regression equation as follows: Y = 8083-0240 X1 + X2 0083 + 0307 + 0888 X3 X5 + X4 + 0309 + e, Where Customer Satisfaction variable (Y), the variable Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4) and Tangible (X5). Hypothesis testing using t tests showed that the Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4) and Tangible (X5) studied had a significant influence on customer satisfaction. Then through the F test showed that the variables Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4) and Tangible (X5) simultaneously influence consumer satisfaction. Adjusted Figures Rsquare that is equal to 0375 which showed that between Reliability, Responsiveness, Assurance, Empathy and Tangible able to explain jointly to Consumer Satisfaction PT. KAI in Pariaman stations by 37.5%, while the rest influenced by other variables not included in this study.

Date: 2019-02-04
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:qskzf

DOI: 10.31219/osf.io/qskzf

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