Strategi Peningkatan Kepuasan Pelanggan pada PT Kereta Api Indonesia (Persero) Divre III Palembang

Dinda Aprilia; Sulaiman Helmi; Bhakti Setyadi

doi:10.47747/jnpm.v7i2.3525

Authors

Dinda Aprilia Universitas Bina Darma
Sulaiman Helmi Universitas Bina Darma, Palembang
Bhakti Setyadi Universitas Bina Darma, Palembang

DOI:

https://doi.org/10.47747/jnpm.v7i2.3525

Keywords:

Customer Satisfaction, Service Quality, Station Facilities, Staff Responsiveness;, PT Kereta Api Indonesia

Abstract

Customer satisfaction is an important indicator in assessing the success of service companies, particularly in the railway transportation sector. As a public transportation provider, PT Kereta Api Indonesia (Persero) is required to continuously improve service quality to meet customer needs and expectations. This study aims to analyze the influence of station facilities, service quality, and staff responsiveness on customer satisfaction and to formulate strategies for improving customer satisfaction at PT Kereta Api Indonesia (Persero) Regional Division III Palembang.This study employed a quantitative approach using a survey method. Data were collected through questionnaires distributed to 100 customers of PT Kereta Api Indonesia (Persero) Regional Division III Palembang who were selected as research respondents. The data were analyzed using multiple linear regression with the assistance of SPSS version 26. The results indicate that station facilities and service quality have a positive and significant effect on customer satisfaction, while staff responsiveness does not have a significant effect on customer satisfaction. Simultaneous testing revealed that station facilities, service quality, and staff responsiveness collectively have a significant influence on customer satisfaction, with a significance value of 0.000. The coefficient of determination (R²) was 0.587, indicating that these three variables explain 58.7% of the variation in customer satisfaction, while the remaining 41.3% is influenced by other factors outside the scope of this study. Based on these findings, strategies to improve customer satisfaction should focus primarily on enhancing service quality as the most influential factor, supported by optimizing station facilities, improving staff competencies, and conducting continuous service evaluations to provide more effective and customer-oriented services.

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