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Muhammad Ariefian Isnan
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Economics, Econometrics & Finance

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ANALISIS PENGARUH KUALITAS PELAYANAN ONLINE RESERVATION TICKET TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada PT Kereta Api Indonesia Daop 4 Semarang) Muhammad Ariefian Isnan; Sutopo Sutopo
JURNAL STUDI MANAJEMEN ORGANISASI Vol 11, No 1 (2014)
Publisher : Faculty of Economics and Business Diponegoro University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (2269.242 KB) | DOI: 10.14710/jsmo.v11i1.13150

Abstract

The background of this research is the accumulation of passengers at ticket counter atdeparture station that indicates a lack of interest in using online reservation ticketservice. This research aims to analyze and provide empirical evidence about the influenceof the four variables of quality electronic services are efficiency (X1), fulfillment (X2),system availability (X3), dan privacy (X4) to customer satisfaction users onlinereservation ticket of PT Kereta Api Indonesia Daop 4 Semarang.Data analysis techniques used in this research is multiple regression analysis. Thepopulation in this study was the passengers that uses the online reservation ticket in thePT Kereta Api Indonesia Daop 4 Semarang. The amount of sampels are 100 respondensand the sampling method is purposive sampling. The data was collected usingquestionnaires.The t test result show that only variables efficiency, fulfillment, and system availabilityhave a positive and significant effect on customer satisfaction .while privacy variable notpositive and significant effect on customer satisfaction. The multiple linier regressionresult show that efficiency variable are independent variables that most influence on thecustomer satisfaction.Keywords: quality of service, efficiency, fulfillment, system availability, privacy, customersatisfaction
Co-Authors Sutopo Sutopo