Pengaruh Pelayanan dan Pengawasan Terhadap Kepuasaan Pemakaian Jasa Transportasi Kereta Api pada PT.Kereta Api Indonesia Cabang Medan

Abstract

The purpose of this study explains whether there is the Effect of Waiters and Supervision on the Satisfaction of Railway Transportation Service Users at PT. Indonesian Railroad Medan Branch. This study aims to partially or simultaneously examine how the Effect of Services and Supervision affect the Satisfaction of Railway Transportation Service Users at PT. Indonesian Railroad Medan. In this study the data used are primary and secondary data. The technique used for sampling is Accidential Sampling with a total of 93 passengers at PT. Indonesian Railroad Medan. The method used for data collection uses documentation and questionnaires. Data analysis techniques used in this study are the validity and reliability test, the classic assumption test, multiple linear regression analysis, hypothesis testing and the coefficient of determination. T test results for the service variable (X1) obtained t count> t table (7.723> 0.153) and significant value (0.879> 0.05), the service has a positive and significant effect on the satisfaction of railroad service users at PT. Kereta Api Indonesia Medan, While the supervision variable (X2) obtained the value of t count <t table (1.327 <7.723) and a significant value (0.188> 0.05), the supervision has no positive and significant effect on the satisfaction of railroad service users at PT, Kereta Api Indonesia Field. And the F test obtained F count is 63.209 with a significance level of 0,000. Because the probability is much smaller than 0.05, the Services and Supervision significantly influence the Satisfaction of Railway Transportation Service Users at PT. Kereta Api Indonesia Medan.