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All Journal International Journal of Social and Management Studies (IJOSMAS) Riwayat: Educational Journal of History and Humanities SWAGATI: Journal of Community Service
Puspitasari, Dyah Ayu Kunthi
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Journal : Riwayat: Educational Journal of History and Humanities

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The Influence of Customer Experience and Product Quality to Passenger Satisfaction on Kuliner Kereta in PT. Kereta Api Indonesia Puspitasari, Dyah Ayu Kunthi
Riwayat: Educational Journal of History and Humanities Vol 6, No 4 (2023): Educational, Historical Studies and Humanities
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jr.v6i4.31420

Abstract

PT. Kereta Api Indonesia (KAI) continues to innovate in developing its company. One of the development programs is #KulinerKereta, a program that offers culinary sensations on the train. Each route will have its menu so that one route with another itinerary will have a different culinary menu. The purpose of this research is to find out whether consumer experience and product quality (food) will have an impact on passenger satisfaction in enjoying culinary delights on the train. This study uses quantitative methods with primary data collection techniques, namely distributing questionnaires. Questionnaires were distributed to 100 respondents, namely consumers who did culinary tours on the train. The SmartPLS application is used to test the data in this study. Based on the results of data processing in this study, shows that there is a positive influence between consumer experience and customer satisfaction and product quality (food) also has a positive influence on passenger satisfaction.
Co-Authors Amri, Lala Hucadinota Ainul Amri, Whan Augustin Ainul Farani, Dinesh Basti Mudofir, Imam Subkhan, Muhammad Fajar Supriyanto, Muhammad Taali, Muhammad