Nowadays, the development of the transportation service industry has
been rapidly growing and has an important role in the distribution of goods and
services for the transportation customer in certain regions. Transportation services
are, of course, having a lot of benefits offered to the customers. Indonesian
demand for the transportation service providers is large enough and it gives a big
impact for companies engaged in the field of transportation. The current condition
of transportation services competition can be seen through the services aspect that
given by the company to the customer.
The problem of this study is the decreasing number of Economy / AC
class passenger in Menoreh railway, for Semarang-Jakarta destination from year
to year. The purpose of this research is to examine the conformity level of the
expectation and the service performance implementation, which include: the
dimension of reliability, responsiveness, assurance, empathy, direct evidence, and
to examine the satisfaction level of Economic/ AC class passenger in Menoreh
Railway for Semarang-Jakarta destination. This type of research is Quantitative
Descriptive method by using questionnaires and interviews in collecting data. In
this research the writer used 100 of respondents as the samples. The number of
these samples were determined using Purposive Sampling, Accidental Sampling
as the sampling method, and using Cooper & Emory theory in order to determine
the number of respondents. The writer used Importance and Performance
Analysis and Cartesius Diagram in analyzing.
It would be found a conformity level and satisfaction level from the 5
dimension towards the calculation result of the company performance to the level
of consumer interest It was found 86,71% for the conformity level, which means
the officer/stewardess performance was enough for the passenger. It was also
found 3,90 for the satisfaction level, means that the officer / stewardess
performance was quite satisfied for the passenger of economy/AC class in
Menoreh railway for Semarang-Jakarta destination.
It was concluded that the better performance of service quality, the
higher level of satisfaction perceived by the railway customer would be. It is
recommended for the management of Menoreh Railway for Semarang-Jakarta to
improve the responsiveness, empathy, and direct evidence of the officers /
stewardess toward the passenger complaints, passenger needs, and the
officers/stewardess are also hoped to overcome the problems that arising during
the trip. Keywords: service quality, customer satisfaction, railwa