Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Dalam Menggunakan Angkutan Kereta Api pada PT. Kereta Api (Persero) Cabang Medan”

Abstract

The train service as the one of public transportation provides several factors to influencing the customer satisfaction, which is minimizing time and social interaction. The study aims to discover the relation between some factors toward the train service usage. The factors which are price, facility, service quality, safety and insurance are presumed to have an impact on the customer satisfaction. The research was organized by using the descriptive study at PT. Kereta Api (persero), Medan, Indonesia. The population of study are the entire customer and utilizing the accidental sampling, 100 respondents were selected as the sample size. Then, the survey distributed the questionnaire as the primary data, and literature research as the secondary data. Then again, the multiple regression analysis methods proposed as the means to analyze the data through SPSS 21.0 (Statistical Package for Social Science) application software. The independent variables in this study are price, facility, service quality, safety, and insurance, whereas the dependent variable is the customer satisfaction. The result shows that price does not significantly influence the customer satisfaction partially. Similarly, the safety and insurance variable also has no relationship toward the dependent variable. However, the facility and the service quality significantly have an impact on the customer satisfaction partially.