EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT. INDONESIAN RAILWAYS (STUDY CASE ON KRL BARAYA GEULIS)

The purpose of the author's research is to determine the response of Indonesian consumers to PT Kereta Api Indonesia on service quality and satisfaction consumers, as well as to determine the extent to which service quality affects consumers (KRLBaraya Geulis case study). To measure and analyze the relationship between variables independent on the top and variable dependent, author spreading questionnaires to 150 consumer users KRLBaraya Geulis, then use the methods of statistical analysis of the coefficient of correlation rank correlation to assess the respondent. The results of the answers are analyzed. The coefficient of determination and statistical t-test both performed by using tools SPSS 14.0. From the results of the research that the response of consumers on the quality of services and satisfaction of consumers KRLBaraya Geulis is, there is a positive relationship between the quality of service (X) and the satisfaction of the customer (X) at KRL Baraya geulis. So, the hypothesis that the author makes can be accepted, meaning that the author's hypothesis is supported by facts in the field. Statement hypothesis "Quality of service (X) has the effect that significant to the satisfaction of the customer (Y) at KRL Baraya geulis"

EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PT. INDONESIAN RAILWAYS (Study Case on KRL Baraya Geulis)

The purpose of the author's research is to determine the response of Indonesian consumers to PT Kereta Api Indonesia on service quality and satisfaction consumers, as well as to determine the extent to which service quality affects consumers (KRLBaraya Geulis case study). To measure and analyze the relationship between variables independent on the top and variable dependent, author spreading questionnaires to 150 consumer users KRLBaraya Geulis, then use the methods of statistical analysis of the coefficient of correlation rank correlation to assess the respondent. The results of the answers are analyzed. The coefficient of determination and statistical t-test both performed by using tools SPSS 14.0. From the results of the research that the response of consumers on the quality of services and satisfaction of consumers KRLBaraya Geulis is, there is a positive relationship between the quality of service (X) and the satisfaction of the customer (X) at KRL Baraya geulis. So, the hypothesis that the author makes can be accepted, meaning that the author's hypothesis is supported by facts in the field. Statement hypothesis "Quality of service (X) has the effect that significant to the satisfaction of the customer (Y) at KRL Baraya geulis"