Pengaruh Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api di Stasiun Rantau Prapat PT KAI Persero Divre I Sumatra Utara

Depi Gusti  Yulianto; Awan Awan

doi:10.47134/railway.v1i1.2308

Authors

Depi Gusti Yulianto Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta
Awan Awan Sekolah Tinggi Teknologi Kedirgantaraan Yogyakarta

DOI:

https://doi.org/10.47134/railway.v1i1.2308

Keywords:

Pengaruh, Kualitas Pelayanan, Kepuasan

Abstract

PT KAI sangat mengutamakan kepuaan pelanggannya agar pelanggan tetap menggunakan moda transportasi tersebut dan tujuannya agar dapat mempertahankan perusahaannya. Dalam penerapannya, pegawai KAI harus menerapkan lima dimensi, yakni: tangibles, reliability, responsiveness, assurance, empathy. Sumber data primer dan sekunder digunakan pada penelitian kuantitatif ini. Tiga cara akumulasi data dipakai: observasi, dokumentasi, dan pengisian kuesioner. Teknik analisis data yang dipakai ialah uji Instrumen, uji asumsi klasik, uji hipotesis, dan metode regresi linear sederhana dengan menggunakan Aplikasi SPSS (Statistical Product and Service Solution). Hasil penelitian menunjukkan bahwa kaliber layanan yang diberikan memiliki dampak yang besar terhadap kepuasan penumpang dengan nilai signifikansi (Sig) adalah 0,000 disebabkan nilai Sig. < 0,05. Berdasarkan kerangka pengambilan keputusan uji T maka H1 diterima dan H0 ditolak yang dapat diartikan kepuasan pelanggan dengan kereta api dipengaruhi oleh kualitas layanan. Dengan program SPSS versi 26, nilai 0,906 dapat dicapai sebagai hasil evaluasi hipotesis koefisien determinasi. Berdasarkan hal ini, terdapat korelasi sebesar 90,6% antara kualitas layanan dan kebahagiaan penumpang, dengan variabel yang tidak diteliti sebesar 9,4% sisanya.

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