TA DIGITAL
Analisis pengaruh kualitas pelayanan customer service on station (CSOS) terhadap perilaku pelanggan pada PT KAI (persero) stasiun Tawang Semarang
THE ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY OF CUSTOMER SERVICE ON STATION (CSOS) TO THE CUSTOMERS BEHAVOR AT PT KAI (PERSERO) SEMARANG TAWANG RAILWAYS STATION
Service quality is related to customer’s behavior. The purpose of this research is to analyze the influence of services quality consisting of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and emphaty (X5) to customers behavior (Y) at PT KAI (Persero) Semarang Tawang Railway Station.
The methods of data collection used in this research were literature studies, observation, interview, and questionnaire. The questionaires use semantic defferential with 10 point scale. The sample of this research was customers of PT KAI (Persero) Semarang Tawang Railway Station with 100 customers taken as sample. The analysis tools used were validity test, reliability test, normality test, t-test, F-test, the coefficient of determination, the dominant variable, and multiple linier regression.
Based on the calculation using SPSS version 22, the result of this research showed that the regression equation Y = 0,928 + 0,229 X1 + 0,211 X2 + 0,397 X3 + 0,286 X4 + 0,260 X5, which meant, the quality of services consisting of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and emphaty (X5) had a positive and significant influence to customer behavior (Y), with the most variable influence was responsiveness (X3), with the highest regression coefficient of 0,397.
Keyword: Customer Behavior, Service Quality, Tangible, Reliability, Responsiveness, Assurance, Emphaty
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