ANALISIS HUBUNGAN KINERJA PELAYANAN DAN KEPUASAN PENUMPANG KERETA API RUTE KERTAPATI–LUBUK LINGGAU

Abstract

Transportation is a fundamental need for society in supporting daily activities. Indonesian Railways (PT KAI) Division III Regional Palembang serves as one of the public transportation modes that plays an important role in fulfilling passenger needs for mobility. This study was conducted to determine the effect of service quality on customer satisfaction of passenger train users at PT KAI Regional Division III Palembang. The research method applies the Service Quality (SERVQUAL) model, with data collected through questionnaires distributed to respondents. Overall, a gap score of 0.02 was obtained, indicating that the service quality value lies in a positive indicator. This shows that customers are generally satisfied with the services provided by PT KAI Division III Palembang, especially on the intercity route Kertapati–Lubuklinggau. However, based on service quality dimensions, the results show: Tangibles gap score of -0.10, Reliability gap score of 0.07, Responsiveness gap score of 0.25, Assurance gap score of -0.06, and Empathy gap score of -0.05. To further improve customer satisfaction, improvements are required in the dimensions with negative values, particularly Tangibles, Assurance, and Empathy. Enhancing these aspects is expected to optimize the overall service quality experienced by customers.

Keywords : Service Quality, Importance Performance Analysis