PENGARUH KUALITAS PELAYANAN, TARIF DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN (Studi Empiris pada KA Blora Jaya Ekspres 2 di Daop 4 Semarang)

Abstract

This research aims to analyze and describe the direct and indirect influence between service quality, fare and timeliness of customer satisfaction rail transport service users Blora Jaya Ekspres 2. The population is Blora Jaya Ekspres 2 train users in the Region IV Semarang Operation. While the sample is the train service users Blora Jaya Ekspres 2 in area IV Semarang Operation of 102 respondents, with retrieval techniques sample used kuesioners and . The analysis used in this research is Inferential analysis (quantytif), when in this analysis used the SPSS program version 16.0. Based on calculations indicate that the variables of service quality, fare and timeliness to customer satisfaction is significant. Adjusted R square of 0.786 showed that 78.6 percent of the variance or consumer satisfaction is explained by the independent variables in the regression equation. While the other 21.4 percent is explained by other variables not examined in this study.

Keywords : Service quality, fare, timeliness, consumer satisfaction