THE SATISFACTION LEVEL OF SERVICE QUALITY MANAGEMENT OF PT KAI (INDONESIA RAIL COMPANY)
Journal Title: Asian Journal of Management Sciences and Education - Year 2017, Vol 6, Issue 4
Abstract
The influence of service quality management (tangibles, reliability, responsiveness, assurance, empathy) to customers’ satisfaction of transportation industry plays an important role. This study analyzed the effect of service quality management on the customers’ satisfaction of PT KAI (Indonesian’s Rail Company). Railway service of Tanjung Balai - Medan route was analyzed with purposive sampling method that in took the 96 respondents. It showed the effect of independent variables (Quality of Service: tangibles, reliability, responsiveness, assurance, empathy) to the dependent variable (costumers’ satisfaction) was 52.2%. In other words 52.2% of dependent variables could be explained by independent variables, while the remaining 48.5% was explained by other variables not included in the study. The results of this study indicated that simultaneously the quality of service variables positively affected the customers’ satisfaction with a significant value of 0.000 < 0.05. While the partial variables: tangibles, reliability, responsiveness, assurance and empathy have a significant effect on customers satisfaction, only responsiveness variable that has no effect on customers satisfaction with significant value 0.077 > 0.05.
Authors and Affiliations
Nisfu Fhitri
Keywords
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