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ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PT PELNI (PERSERO)

Accounting and Management Journal

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Title ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN PT PELNI (PERSERO)
 
Creator Rohman, Arif Fatkur
Syairudin, Bambang
Angreni, Endah
 
Subject service quality
transportation
PT Pelni
 
Description Development and competition business of transporting had been restrictive. Each operators race competition do innovation, efficiency, and continuous improvement. The customers of PT Pelni from year to year continues to decrease. Although actually PT Pelni also improve themselves, repair service and innovation, but still be unable to improve the number of passengers. This study attempts to know the level customer satisfaction PT Pelni to make known well and innovation that has done is in line with hope customers. The measurement of the customer satisfaction PT Pelni done with the approach servqual method. Aspects which are under consideration includes 5 dimensions main namely tangibles, reliability, responsiveness, assurance, and empathy which divided in 29 indicators variable. This research using respondents as the sample. Data analysis used the analysis method servqual and cartesious diagrams. The research results show that there are inconquirity between hope customers by the fact experienced. The largest is in dimension tangible, with the gap an average of -1,3.While gap smallest there are in dimension responsiveness -0,42. Analysis by diagram cartecious show you some attribute in the main priority improvement: furnishings that high quality (2), facilities shopping centers on a vessel (4), the availability of a bed with the corresponding numbers of a ticket (6), size cabin large (7), and the condition a clean room (8). All those attributes including in dimension of tangible.
 
Publisher UNUSA Press
 
Date 2018-03-06
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/AMJ/article/view/81
10.33086/amj.v1i2.81
 
Source Accounting and Management Journal; Vol. 1 No. 2 (2018): Accounting and Management Journal
JURNAL AKUNTANSI DAN MANAJEMEN; Vol 1 No 2 (2018): Accounting and Management Journal
2579-9614
2579-9606
10.33086/amj.v1i2
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/AMJ/article/view/81/61
 
Rights Copyright (c) 2018 Arif Fatkur Rohman, Bambang Syairudin, Endah Angreni