PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN COMMUTERLINE (KRL) JURUSAN RANGKASBITUNG-TANAH ABANG (Survei Pada Pelanggan di Stasiun Rangkasbitung dan Maja Tahun 2026)

RAHMALIYA, AURA (2026) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN COMMUTERLINE (KRL) JURUSAN RANGKASBITUNG-TANAH ABANG (Survei Pada Pelanggan di Stasiun Rangkasbitung dan Maja Tahun 2026). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Service quality plays a pivotal role in shaping consumer satisfaction, particularly within the public transportation ecosystem. The Rangkasbitung–Tanah Abang Commuter Line (KRL) corridor serves as a vital pillar of interconnected mobility, linking the movement of people from the Banten region and its surroundings to the activity hubs of Jakarta. The accelerating frequency of resident mobility commensurate with the growing number of commuters underscores the urgent need to provide services that meet user expectations and preferences. This study aims to comprehensively examine the magnitude of the influence of service quality on the satisfaction levels of Rangkasbitung–Tanah Abang KRL commuters. The SERVQUAL theoretical framework was employed to quantify service quality dimensions, while user satisfaction levels were measured using the Customer Satisfaction Index (CSI) instrument. The study utilized an explanatory quantitative research design based on a survey approach. The study population consisted of commuters at Rangkasbitung and Maja stations, with a sample of 100 respondents selected via accidental sampling. Data collection was conducted through the distribution of Likert-scale questionnaires. Analytical processing involved simple linear regression, Pearson Product Moment correlation, estimation of the coefficient of determination, and hypothesis testing (t-test) using IBM SPSS Statistics software (version 26). Empirical findings demonstrate a positive and significant influence of service quality on the satisfaction levels of commuters on the Rangkasbitung Tanah Abang KRL corridor. This conclusion is supported by a correlation coefficient of 0.932 indicating a very strong degree of association and a coefficient of determination of 86.86%. Furthermore, the calculated t-value of 25.418, with a significance level of 0.000 (< 0.05), confirms the validity of the working hypothesis positing that service quality influences customer satisfaction. The logical implication of these findings is that optimizing service standards for the Rangkasbitung–Tanah Abang Commuter Line route will lead to a linear increase in consumer satisfaction. This research is expected to make a theoretical contribution to advancing the study of public communication and service management. Keywords: Service Quality, SERVQUAL, Customer Satisfaction, Commuter Line, Customer Relations. Kualitas pelayanan memegang peranan pivotal dalam merestrukturisasi kepuasan konsumen, khususnya pada ekosistem transportasi publik. Moda Commuter Line (KRL) koridor Rangkasbitung–Tanah Abang memegang fungsionalisasi vital sebagai pilar mobilitas interkoneksi yang menghubungkan dinamika pergerakan masyarakat wilayah Banten dan sekitarnya menuju pusat kegiatan Jakarta. Akselerasi frekuensi mobilitas warga yang berbanding lurus dengan pembiakan kuantitas komuter mengeksplisitkan urgensi penyediaan layanan berbasis pemenuhan ekspektasi serta preferensi pengguna. Tujuan utama investigasi ilmiah ini difokuskan untuk mengkaji secara komprehensif magnitudo pengaruh kualitas pelayanan terhadap derajat kepuasan komuter KRL Rangkasbitung–Tanah Abang. Kerangka teoritis SERVQUAL diimplementasikan untuk menguantifikasi dimensi mutu layanan, sedangkan pengukuran derajat kepuasan pengguna diartikulasikan menggunakan instrumen Customer Satisfaction Index (CSI). Desain penelitian ini mengaplikasikan metodologi kuantitatif eksplanatif berbasis pendekatan survei. Komposisi populasi mencakup para penglaju di Stasiun Rangkasbitung dan Stasiun Maja, di mana penentuan sampel sebanyak 100 responden dieksekusi melalui teknik accidental sampling. Proses ekstraksi data dilakukan via penyebaran kuesioner berskala Likert. Adapun pemrosesan analitis data mencakup formulasi regresi linear sederhana, korelasi Pearson Product Moment, estimasi koefisien determinasi, serta uji hipotesis via uji t yang diolah memanfaatkan perangkat lunak IBM SPSS Statistics versi 26. Hasil temuan empiris membuktikan eksistensi pengaruh positif dan signifikan dari mutu pelayanan terhadap tingkat kepuasan komuter KRL koridor Rangkasbitung–Tanah Abang. Kesimpulan ini didukung oleh perolehan koefisien korelasi sebesar 0,932 yang terklasifikasi dalam derajat asosiasi sangat kuat, disertai nilai koefisien determinasi sebesar 86,86%. Di samping itu, perolehan nilai t-hitung sebesar 25,418 dengan derajat signifikansi 0,000 (< 0,05) menegaskan bahwa hipotesis kerja yang mempostulatkan adanya pengaruh mutu pelayanan terhadap kepuasan pelanggan secara sah dapat diterima. Implikasi logis dari penemuan ini mengindikasikan bahwa eskalasi optimasi standar pelayanan Commuter Line jurusan Rangkasbitung–Tanah Abang secara linier akan mengeskalasi kepuasan konsumen. Temuan riset ini diproyeksikan memberikan kontribusi teoritis bagi akselerasi studi ilmu komunikasi publik dan manajemen pelayanan. Kata Kunci: Kualitas Pelayanan, SERVQUAL, Kepuasan Pelanggan, Commuter Line, Customer Relations.

Item Type: Thesis (S1)
NIM/NIDN Creators: 44222010194
Uncontrolled Keywords: Kualitas Pelayanan, SERVQUAL, Kepuasan Pelanggan, Commuter Line, Customer Relations.
Subjects: 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 625 Engineering Of Railroads, Roads/Rekayasa Rel Kereta Api, Jalan > 625.3 Special Purpose Railroads/Kereta Api Khusus
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: khalimah
Date Deposited: 24 Aug 2026 08:38
Last Modified: 24 Aug 2026 08:38
URI: http://repository.mercubuana.ac.id/id/eprint/103374

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