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Journal : STRATEGIC

PROGRAM SERVICE RECOVERY UNTUK PENCIPTAAN KEPUASAN PELANGGAN DI ANGKUTAN KERETA API DAERAH OPERASI 2 BANDUNG Lestari, Fitri
Strategic : Jurnal Pendidikan Manajemen Bisnis Vol 16, No 1 (2016): Strategic
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/strategic.v16i1.4468

Abstract

The development modes of transportation in Indonesia led to competition in the various modes such as by land; sea and air were increasing. Railway is one mode of transportation, especially as the most dominated by the passenger in Bandung. Due to higher competition pattern, efforts were made to improve passenger satisfaction. Various complaints can occur, and will increase if not addressed promptly so that the company should seek to restore service (service recovery) that passengers are satisfied. This study was conducted to determine how the implementation of the program service recovery Argo Gede Train, perceived satisfaction of passengers and how much influence the program service recovery on customer satisfaction.The object of this research was Argo Gede Train passenger route Bandung-Jakarta. The independent variable in this study was a service recovery program (X), and the dependent variable was customer satisfaction (Y). The type of research was descriptive verification, through explanatory survey method with simple random sampling technique, and 100 respondents were analyzed by linear regression analysis. The data used in this study are primary data and secondary data, with data collection through interviews, direct observations, and questionnaires' research, and literature studies. The results showed in the service recovery program, has improved the accuracy of the biggest scores. The results showed that the service recovery program has the effect of 47.80% on customer satisfaction to note that the service recovery program has a significant impact on customer satisfaction.  Keywords: Service Recovery, Customer Satisfaction    
Co-Authors Ade Imam Muslim Agus Rahayu Aldrin Alfiraza, Ery Nourika Anggraini , Dian Arborea , Alvira Dewi Ardian Ulvan Aristya, Vina Eka Aryanto Aryanto Aulia, Maranggi A’zzula, Cindy Tri Joelyta daffansyah, Chasano Darnita, Yulia De Han, Nikita Yasmin DESSY ADRIANI Dessy Adriani Dessy Adriani Dina Prasetyowati Dwi Lestari Effendi, Darwan Elisa Wildayana Endang Lovisia Fadly Azhar Fahamsya, Arifina Farida Nursyahidah Fatimatuzzahra Fatimatuzzahra Fatmawati, Nurul Laela Fatsyahrina Fitriastuti Fauzi, Rival Febriani, Zahara Gracia Gabrienda, Gracia hana lestari Hardianti, Eva Hasan, M. Yamin Hasanah, Tita hasanah, Ulfa Heny Hendrayati Heryana, Nono Hidayah, Hidayah Ibtihal, Naufal Dzaki Ihsan, Muzhir Iksan Adiasa Ima Rahmawati Imron Zahri Indarta, Ahmad Iqbal Rabiul Awal, Rais Kardianti, Wilma Kaswari, Dhea Tri Kushartanti, Ekaningtyas Lestari, Resanti Listina, Osie M. Edi Armanto Marwa, Nabila Maryadi Maryadi Masyhur Masyhur Meko Gustian Melvi, Melvi Mona Arif Muda Batubara Muhammad Deny, Muhammad mutiara mutiara Muttaqin, Ridlwan Ningsih, Heny Triastuti Kurnia Novianti, Kamila Fauzia Nurlaily, Ridha Nursittah, Nursittah Oktavia, Reszki Priadi, Agam Fazri Puspita Agustiani, Ika Putra, Erwin Dwik Rabiul Awal, Rais Iqbal Reflis, Reflis Restu Hidayah, Restu RETNO TRI HARIASTUTI Ria Kusumaningrum Rizki Maulana, Rizki Rizky Septika Utami Sakilah, Ilah Saptiyanto, Nessa Deragia Saputra, Dopi Sari, Ranty Fitria Sari, Venti Novita Setiawan, Waslim Setiyorini, Agustin Siti Nurasiyah, Siti Sonita, Anisya Sudarma , Rahmad Susilawati, Susilawati Syabawaihi Syarifah, Afro Makiatus Titin Rustini, Titin Utrasih, Henny Wahyuni, Zahara Mutia Wakarandi , Rolinly Widarti, Wida Denok Widiastuty, Tri Yanuarti, Mira Yudha Rahman, Shandika Zhasvir, Sajwa Az-zura Zuniati, Mai