Analisis Kepuasan Pengguna Jasa Transportasi Kereta Api dalam Proses Distribusi CPO di Sumatera Utara (Studi Kasus : PT Kereta Api Divre 1 Sumatera Utara)

Abstract

The purpose of this study is the for knowing the quality of services which include reliability, responsiveness, assurance, empathy, tangibles effect on user satisfaction services of PT Kereta Api Indonesia in Division 1 North Sumatra in the distribution of CPO and for knowing what variable most dominant influence on satisfaction of service users PT Kereta Api Indonesia Division 1 North Sumatra in the distribution of CPO. The sampling method was census method. Respondents in this study is a train service users in the process of distribution of CPO and samples taken between 5 respondents. The data collected are primary data and secondary data. The analytical method used is the analysis of linear regression. Based on the multiple linear analysis in a test based on the level of significance was obtained F count is equal to 5,487 with sig = 0.005. Because sig = 0.000 <0.05 indicates that the quality of service simultaneously together or simultaneously have a strong influence (significant) to increase service user satisfaction.In a test based on the level of significance was obtained F count is equal to 5,487 with sig = 0.005. Because sig = 0.000 <0.05 indicates that service quality is measured by five variables: the reliability variable (X1), responsiveness (X2), assurance (X3), empathy (X4), physical evidence (X5) and satisfaction (Y) together or simultaneously have a strong influence (significant) to increase service user satisfaction. The most dominant variable and affect the service user satisfaction in the distribution of CPO is variable responsiveness to user satisfaction services are obtained sig = 0.06, meaning there is significant influence between variable responsiveness to user satisfaction services. guarantee variable with service user satisfaction obtained sig = 0.06, meaning there is significant influence between the variables guarantee the satisfaction of service users. guarantee variable also has a strong influence on the service user satisfaction. PT Kereta Api Division 1 North Sumatra in order to improve the facilities and infrastructure that is better for companies other than those already using the train service in the distribution of CPO also there are other companies that cooperated in distribution CPO. Satisfaction of service users now been established to help the development of PT Kereta Api Division 1 North Sumatra, PT Kereta Api further through the provision of information to users of other services to cooperate in the distribution of CPO through train services.