Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Penumpang KA Commuter Line Penataran Malang-Wlingi

Sandri Muhammad Nurfani, Sandri Muhammad Nurfani (2024) Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Penumpang KA Commuter Line Penataran Malang-Wlingi. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT INDONESIA - STTD.

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Abstract

The rising mobility of people in the Surabaya and Blitar areas has made the demand for public transportation services even higher. The government is trying to solve this through the provision of easily accessible public transportation, one of which is the Penataran KRL that connects Malang and Wlingi. This study was conducted to evaluate the quality of services and facilities in relation to passenger satisfaction on the Penataran KRL, so as to provide suggestions for improving services and facilities to improve overall service performance. This study used a quantitative approach by collecting data through a questionnaire involving 100 respondents. The research sample was obtained using purposive sampling technique, while the analysis was conducted using multiple linear regression with SPSS software. The results showed that the majority of passengers were quite satisfied with the services provided, with service quality and facilities having a significant positive influence on passenger satisfaction. Some recommendations to improve passenger satisfaction include regular training for staff, improving facilities such as air conditioning and toilets, adding active CCTV, ensuring the availability of first aid kits, and limiting standing ticket sales. By implementing these suggestions, it is hoped that the Penataran KRL can become a comfortable and safe transportation service for the community.

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