<![CDATA[ABSTRAKKualitas pelayanan menjadi salah satu indikator yang digunakan oleh banyak perusahaan jasa transportasi dalam menghadapi persaingan usaha, termasuk PT. Kereta Api Indonesia (KAI) Persero. Analisis tingkat kepuasan dan tingkat kepentingan berdasarkan metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI) digunakan untuk mengetahui kualitas pelayanan yang diberikan. Hasil analisis setiap pelayanan yang telah diuji validitas & reliabilitas dan dinyatakan valid & reliabel kemudian dipetakan dalam diagram kartesius IPA serta nilai CSI untuk mengetahui tingkat kepuasan pengguna jasa kereta api secara keseluruhan. Berdasarkan metode IPA Pelayanan tentang Kebersihan & Kerapihan Fasilitas Kereta, Kelengkapan Fasilitas Kereta, serta Kesopanan & Kejujuran Petugas dirasakan penting dan memuaskan oleh pengguna jasa. Berdasarkan metode CSI diperoleh nilai CSI sebesar 75,06% yang berarti bahwa kualitas pelayanan yang diberikan oleh kereta api secara keseluruhan dirasa memuaskan oleh pengguna jasa.Kata kunci: kualitas pelayanan, tingkat kepuasan, tingkat kepentinganABSTRACTService quality becomes one of indicator which is used by many transportation service companies in business competition including PT. Kereta Api Indonesia (KAI) Persero. The analysis of satisfaction and importance level based on Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method used to find out the service quality. The analysis result has been tested by validity & reliability for each service which is valid & reliable and then plotted onto IPA cartesians diagram and CSI value to determine the satisfaction for whole train users. Based on IPA method, the service of Cleanliness & Neatness, Qualities & Services in Train Facilities, and Integrity & Respectful Officers are felt important and satisfy by train users. Based on CSI method, the CSI value is 75.06% which means that the service quality that has been given by whole of trains are satisfied by train users.Keywords: service quality, satisfaction level, importance level]]>
Copyrights © 2017
