Pengukuran Kepuasan dan Kualitas Pelayanan terhadap Konsumen Jasa Transportasi Kereta Api
Adelia Febriyanti,
Anton Agus Setyawan
Abstract:This research aims to analyze the measurement of customer satisfaction and service quality in the context of rail transportation services. The theory used in this research is the Servqual theory, which emphasizes five dimensions of service quality, namely concrete evidence, reliability, responsiveness, assurance, and empathy. The research method applied was a survey design involving 140 respondents who used rail transportation services in Surakarta. Sampling was carried out using a purposive sampling method, w… Show more
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