ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN KERETA REL LISTRIK (KRL) SISTEM COMMUTERLINE RUTE ST. MANGGARAI – JAKARTA KOTA

RAHAYU, APRIA KRESNA (2019) ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN KERETA REL LISTRIK (KRL) SISTEM COMMUTERLINE RUTE ST. MANGGARAI – JAKARTA KOTA. S1 thesis, Universitas Mercu Buana.

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Abstract

ABSTRAK Judul: Analisis Tingkat Kepuasan Pelanggan Terhadap Pelayanan Kereta Rel Listrik (KRL) Sistem Commuterline Rute Stasiun Maggarai – Jakarta Kota, Nama: Apria Kresna Rahayu, NIM: 41115210021, Dosen Pembimbing: Muhammad Isradi, ST, MT, 2018 Penelitian ini membahas mengenai kepuasan penumpang terhadap pelayanan Kereta Rel Listrik sistem Commuter Line Rute Stasiun Manggarai - Jakarta Kota dengan menggunakan jalur red line atau jalur kereta Bogor. Untuk analisis data, penulis melakukan analisis Validitas dengan perhitungan alpha untuk mengukur sah atau tidaknya data dengan nilai signifikansi sebesar 5% dan R tabel didapat sebesar 0.195 didapatkan hasil validasi 100% (semua data valid), kemudian pengujian reliabilitas untuk mengukur tingkat konsistensi responden dalam mengisi angket menggunakan model cronbach's Alpha yang diinput dalam aplikasi SPSS 21.0 dengan keputusan hasil pada skala keandalan Cronbach's Alpha dan pada penelitian ini mendapatkan hasil bahwa angket ini memiliki tingkat konsistensi yang tinggi. Sedangkan pada analisis Regresi Linear Sederhana yang dilakukan, didapat bahwa presentase pengaruh kinerja pelayanan terhadap kepuasan penumpang yaitu 85.7%. Berdasarkan diagram Cartesius yang terbentuk dan dilakukan dengan uji Chi Kuadrat (X2 ) yang didapat faktor - faktor pelayanan yang berpengaruh yang terletak pada kuadran I, II, dan III dan tidak berpengaruh terhadap kepuasan penumpang terletak pada kuadran IV. Kata Kunci: Kepuasan penumpang, Kereta Rel Listrik, Analisis data. ABSTRACT Title: Analysis of Customer Satisfaction Levels on Commuterline Electric Rail (KRL) Train Services Maggarai Station - Jakarta Kota, Name: Apria Kresna Rahayu, NIM: 41115210021, Supervisor: Muhammad Isradi, ST, MT, 2018 This study discusses passenger satisfaction with the service of the Commuter Line Route Electric Rail Train Manggarai Station - Jakarta Kota by using the red line line or the Bogor railway line. For data analysis, the author analyzes Validity by calculating alpha to measure the validity of data with a significance value of 5% and the R table obtained at 0.195 obtained 100% validation results (all valid data), then reliability testing to measure the level of consistency of respondents in filling The questionnaire used the Cronbach's Alpha model which was inputted in the SPSS 21.0 application with the results decision on the Cronbach's Alpha reliability scale and in this study found that the questionnaire had a high level of consistency. While in the Simple Linear Regression analysis, it was found that the percentage effect of service performance on passenger satisfaction was 85.7%. Based on the Cartesian diagram that was formed and carried out by the Chi Squared test (X2), it was found that influential service factors located in quadrant I, II, and III and did not affect passenger satisfaction were located in quadrant IV. Keywords: Passenger Satisfaction, Electric Rail Train, Data Analysis.

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