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All Journal Jurnal Review Pendidikan dan Pengajaran (JRPP) Jurnal Ekonomika Dan Bisnis
Sajidah, Alifah
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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Pengaruh Kualitas Pelayanan Dan Responsifitas Karyawan PT KAI Terhadap Kepuasan Pelanggan Leisubun, Abdul Gani; Rismawati, Rismawati; Qoniatusholikha, Qoniatusholikha; Iklima, Faradila Nur; Sajidah, Alifah
Jurnal Ekonomika Dan Bisnis (JEBS) Vol. 5 No. 4 (2025): Juli-Agustus
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jebs.v5i4.3226

Abstract

The current research investigates the influence of service quality and employee responsiveness on passenger satisfaction at PT KAI, the nation’s largest public-transport operator. In today’s fiercely competitive service landscape, the caliber of service delivered together with how swiftly and skillfully staff address customer needs and complaints shapes both satisfaction and long term loyalty. Adopting a quantitative design, the study surveyed passengers who had traveled with PT KAI at least twice in the preceding six months. The questionnaire drew on the SERVQUAL model, supplemented with items specific to responsiveness, and the data were examined via multiple-linear regression to test the joint and individual effects of the two predictors. Findings show that both variables significantly raise satisfaction, with service quality exerting the stronger influence. These results underscore the value of sharpening employees’ interpersonal skills especially communication, empathy, and conflict management through focused training programs to boost overall service excellence. Findings from this research are applicable both as a practical framework for enhancing public service delivery at PT KAI and as an academic resource for studies on consumer behavior in transportation
PENGARUH EFISIENSI BIAYA DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN MIE GACOAN Sajidah, Alifah; Setyaningrum, Retno Purwani
Jurnal Review Pendidikan dan Pengajaran Vol. 8 No. 1 (2025): Volume 8 No. 1 Tahun 2025
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jrpp.v8i1.40819

Abstract

Penelitian ini menguji pengaruh efisiensi biaya dan kualitas produk terhadap Kepuasan Konsumen. Pada penelitian ini menggunakan metode kualitatif dan kuantitatif dengan data primer melalui survei untuk mengumpulkan data. Responden dalam penelitian ini adalah para konsumen dari produk mie gacoan, dengan jumlah responden yang menjadi sampel adalah 51 orang responden. Metode penentuan sampel yang digunakan dalam penelitian adalah purposive sampling, sedangkan metode pengolahan data menggunakan metode Corrected Item to Total Correlation untuk uji validitas dan metode Cronbach’s Alpha untuk uji reliabilitas. Hasil penelitian menunjukkan bahwa dari 13 instrumen pertanyaan terkait efisiensi biaya, kualitas produk, dan Kepuasan konsumen dinyatakan valid dengan persentase signifikan sebesar 0,05 atau 5% dan dinyatakan konsisten/ reliabel dengan Cronbach’s alpha sebesar 0,819 > 0,60. Sedangkan 5 pertanyaan lainnya dinyatakan tidak valid.
Co-Authors Iklima, Faradila Nur Leisubun, Abdul Gani Qoniatusholikha, Qoniatusholikha Retno Purwani Setyaningrum Rismawati Rismawati