ANALISIS KUALITAS PELAYANAN JASA KA KALIGUNG SEMARANG-TEGAL PADA PT. KERETA API INDONESIA DAOP IV (PERSERO) SEMARANG

Abstract

The development and improvement of the company's service at PT. KAI (Persero) from year to year has increased. Because PT. KAI (Persero) is the only service that provides rail transportation. To win the competition many ways done, one of them by improving the quality of service so that the rail transportation service users become more loyal. The purpose of this study is to determine the level of service quality provided PT. KAI (Persero) DAOP IV Semarang especially on Kaligung KA users. The type of research used is descriptive that aims to describe the properties of a situation with primary data sources. The data were collected by using questionnaires distribution technique to passenger sample. From the results of this study obtained that from the five dimensions of passengers feel satisfied to the service Kaligung KA officers during ticket purchasing to service on the train.