PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN
Abstract
PT. Indonesia Railways is an enterprise transportation service provider, where the modes of transportation are often used by consumers to travel long distances, and the price of transport service providers are not too different, then they (the companies) should be thinking how to grab share of existing market, so that the company will make profits. Therefore companies must compete on service providers to satisfy customers. Therefore there is need for research that is applied by using SEM methods (Structural Equation Modeling) in view of the customer and more towards the GAP analysis of the difference between reality and the difference is desired by consumers. With this then, can provide input to the company to consider the factors that correlate to customer satisfaction, so that the company's strategy in the form of customer satisfaction is more focused and effective. The results showed that the variables have a significant influence on complaint of customer satisfaction trains, and there was a GAP between reality and expectations of customers, so customers do not feel satisfied with the services already provided from these transport service.
Keywords: Customer satisfaction, SEM (structural equation modeling), GAP Analysis.
References
Admin. (2007), “Evaluasi Kinerja PT.Kereta Api (persero) Daerah Operasi VIII Surabaya dengan Pendekatan Balance scorecard”. Jurnal Skripsi Ekonomi (2005-2010).
Abelson, M. A. 1987. Examination of Avoidable and Unavoidable Turnover. Journal of Allied Phsychology.
Aditama, P. 2005. Analisa Terhadap Faktor-Faktor Pembentuk Kepuasan Kerja dan Komitmen Organisasional serta Pengaruhnya Terhadap Kinerja dengan Metode Structural Equation Modeling (Studi Kasus di PT. Langgeng Krida Perkasa Bekasi). Tugas Akhir Jurusan Teknik Industri Intitut Teknologi Sepuluh Nopember. Surabaya.
Alavi dan Jahandari. 2005. The Organizational Climate of Kerman Shahid Bahonar University. Public Personnel Management.
Andini, R. 2006. Analisis Pengaruh Kepuasan Gaji, Kepuasan Kerja, Komitmen Organisasional Terhadap Turnover Intention (Studi Kasus pada RS. Roemani Muhamadiyah Semarang. Program Studi Magister Managemen Program Pasca Sarjana Universitas Diponegoro. Semarang.
Anhar, B. 2010. Pengaruh Stres Kerja Terhadap Komitmen Organisasi Melalui Kepuasan Kerja Karyawan RSAB Muslimat Jombang. Skripsi Jurusan Manajemen Fakultas Ekonomi Universitas Negeri Malang. Malang.
Hair, J F., Black,W C., Babin, W J. & Anderson, R E. (2010). Multivariate Data Analysis (7th ed). Upper saddle River, New Jersey: Pearson Education International.
Kotler, Philip, 2009. Marketing Management, New Jersey, Prentice Hall Inc.
Kotler, P., and Keller, K. L, 2012 Manajemen Pemasaran, Jilid kesatu, Jakarta: Erlangga.
Performance: Jurnal Bisnis & Akuntansi allows readers to read, download, copy, distribute, print, search, or link to the full texts of its articles and allow readers to use them for any other lawful purpose. The journal allows the author(s) to hold the copyright without restrictions. Finally, the journal allows the author(s) to retain publishing rights without restrictions.
In most cases, appropriate attribution can be provided by simply citing the original article, for example:
Sakdiyah, H. (2017). ANALISIS PENERAPAN ENVIROMENTAL MANAGEMENT ACCOUNTING (EMA) PADA RSUD DR.H.SLAMET MARTODJIRJO PAMEKASAN. PERFORMANCE: Jurnal Bisnis & Akuntansi, 7(1), 1-18. doi:https://doi.org/10.24929/feb.v7i1.343
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
4.png)
.png)
