ANALISIS KUALITAS PELAYANAN DAN PENGARUHNYA TERHADAP KEPUASAN KONSUMEN (Studi Pada PT. Kereta Api (Persero) DAOP 8 Surabaya)
Abstract
ABSTRAKSÂ
Penelitian ini dilakukan untuk menentukan dimensi kualitas pelayanan dan menilainya baik secara simultan maupun parsial serta menentukan dimensi kualitas pelayanan yang dominan mempengaruhi kepuasan konsumen.
Penelitian ini merupakan replikasi dari penelitian yang dilakukan oleh R.L. Snipes et al. (1996). Purposive digunakan untuk menentukan obyek penelitian dan teknik pengambilan sampelnya menggunakan Accidental sampling. Populasi target dalam penelitian ini adalah seluruh penumpang kereta api kelas eksekutif. Sampel dalam penelitian diambil sebanyak 168 responden yang diperoleh dari penyebaran kuisioner pada ketiga stasiun yaitu stasiun Gubeng, stasiun Pasar Turi dan stasiun Malang dengan metode pengumpulan data menggunakan kuisioner. Analisis yang digunakan adalah analisis faktor konfirmatori (CFA) dan analisis faktor eksploratori (EFA) yang dilanjutkan dengan analisis regresi berganda.
Hasil penelitian ini menunjukkan bahwa : (1) Terdapat 8 dimensi dalam kualitas pelayanan yang mempengaruhi kepuasan konsumen yaitu : kesan, informasi yang cepat dan jelas, pelayanan sesuai informasi, ketepatan waktu, fasilitas fisik, sistem pelayanan, fasilitas penunjang dalam KA dan tempat duduk (2) Secara simultan kedelapan dimensi tersebut mempunyai pengaruh yang meyakinkan terhadap kepuasan konsumen dan secara parsial terdapat 4 dimensi yang mempunyai pengaruh meyakinkan terhadap kepuasan konsumen yaitu : informasi yang cepat dan jelas, ketepatan waktu, fasilitas fisik dan fasilitas penunjang dalam KA (3) Dimensi yang mempunyai pengaruh dominan terhadap kepuasan konsumen adalah kelengkapan fasilitas penunjang selama perjalanan kereta .
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Kata kunci: kualitas layanan, kepuasan konsumen, kereta api
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ABSTRACTÂ
This research is aimed at identifying the dimension of service qualities, examining them both simultaneously and partially, and also determining the dominant dimensions of service qualities affecting customer satisfaction.
This research is replicated from a research done by R.L. Snipes et al. (1996). Purposive  is used for determining research object and the sampling techniques is use accidental sampling. Population target is all passengers in Executive Class Train. Research sample has 168 respondents that taken from quistionnaires distribution in the three stations i.e.: Gubeng station, Pasar Turi station and Malang station. And method of data gathering employs a set of questionnaires. The analysis is used Confirmatory Factor Anaysis (CFA) and Exploratory Factor Analysis and continued with multiple linear regression.
The result of the research indicates, that : (1) Service quality has 8 dimensions that have affect the customer satisfactions i.e.: image, immediate and clear information, service according to information, time accuracy, physical facilities, service system, additional facilities in the executive class train and reclining/refolving seat (2) Simultaneously, the eighth dimensions which have significance effects to customer satisfactions and partially, there are 4 dimensions have significance effects to customer satisfactions, e.i.: immediate and clear information, time accuracy, physical facilities and additional facilities in the executive class train (3) The dominant dimension is supporting additonal facilities in the executive class during the trip.
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Kata kunci : Service quality, customer satisfaction, train.
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