IDEAS home Printed from https://ideas.repec.org/p/osf/osfxxx/qskzf.html
   My bibliography  Save this paper

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

Author

Listed:
  • Prabowo, Noval
  • Susanti, Febsri

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.

Suggested Citation

  • Prabowo, Noval & Susanti, Febsri, 2019. "ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PT. KERETA API INDONESIA (Studi Kasus Stasiun Pariaman)," OSF Preprints qskzf, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:qskzf
    DOI: 10.31219/osf.io/qskzf
    as

    Download full text from publisher

    File URL: https://osf.io/download/5c874ac9245c0a0017d567b0/
    Download Restriction: no
    File URL: https://libkey.io/10.31219/osf.io/qskzf?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:osf:osfxxx:qskzf. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: OSF (email available below). General contact details of provider: https://osf.io/preprints/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.