Relevansi Kualitas Layanan terhadap Kepuasan Konsumen Pengguna Kereta Api Eksekutif

Abstract

Transportation service industries cannot be apart from competitivephenomenon. They, including the train service industry, must be able to compete tosurvive. This transportation competition, air-land-water, causes the decline of ofexecutive class train passengers. This research would find out the service given by PTKAI to its customers in decision making to use transportation service. The data wasprimary data. The technique sampling was quota random sampling, which met datanormally requirements. The result shows that there is an unfavorable relationship betweenimage and quality of service represented by correlation coefficient 0,105. There is alsoan unfavourable relationship between employee's performance and quality of servicewith correlation coefficient 0,113