Elza Azkia Rienanda, . (2024) PENGUKURAN TINGKAT KEPUASAN PELANGGAN KRL RUTE TANAH ABANG-SERPONG DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN POTENTIAL GAIN CUSTOMER VALUE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
![[img]](http://repository.upnvj.ac.id/style/images/fileicons/text.png) |
Text
ABSTRAK.pdf Download (270kB) |
|
Text
AWAL.pdf Download (1MB) |
|
Text
BAB 1.pdf Restricted to Repository UPNVJ Only Download (367kB) |
|
Text
BAB 2.pdf Restricted to Repository UPNVJ Only Download (388kB) |
|
Text
BAB 3.pdf Restricted to Repository UPNVJ Only Download (628kB) |
|
Text
BAB 4.pdf Restricted to Repository UPNVJ Only Download (844kB) |
|
Text
BAB 5.pdf Download (270kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (289kB) |
|
Text
RIWAYAT HIDUP.pdf Restricted to Repository UPNVJ Only Download (170kB) |
|
Text
LAMPIRAN.pdf Restricted to Repository UPNVJ Only Download (8MB) |
|
Text
HASIL PLAGIARISME.pdf Restricted to Repository staff only Download (14MB) |
|
Text
ARTIKEL KI.pdf Restricted to Repository staff only Download (602kB) |
Abstract
Jakarta, as a metropolitan city with a high intensity of activity density generated not only by Jakarta residents but also residents of the Jakarta capital support area, Bogor, Depok Tangerang, and Bekasi (Bodetabek), one of which is South Tangerang City thus the volume of motorized vehicles in DKI Jakarta increases and affects the level of traffic congestion. Using private vehicles can be done by switching to public transportation, namely the Electric Rail Train (KRL). The Covid-19 pandemic has an impact on affecting community mobility in the use of Jabodetabek KRL, including on the Tanah Abang-Serpong KRL Route which crosses South Tangerang, there has been a drastic decrease in the number of users which until now has not exceeded the number of users before the pandemic. This study aims to measure the level of customer satisfaction with service quality on PT KCI Tanah Abang-Serpong Route. The Service Quality (SERVQUAL) and Potential Gain Customer Value (PGCV) methods are the approaches used in this study. The results showed a gap between expectations and customer perceptions on 29 attributes with a gap of -0.67 which means the services provided do not fulfill customer expectations and there are 16 attributes with the highest PGCV index. The main priority for improvement, namely the availability of stairs, escalators, and elevators that are safe and work properly as the first rank with a gap of -1.44, a level of conformity of 68.90%, and a PGCV index of 8.380.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010312082] [Pembimbing: Yulizar Widiatama] [Penguji 1: Nur Fajriah] [Penguji 2: Santika Sari] |
| Uncontrolled Keywords: | Customer Satisfaction, Service Quality, KRL, SERVQUAL, Potential Gain Customer Value |
| Subjects: | H Social Sciences > HE Transportation and Communications T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | ELZA AZKIA RIENANDA |
| Date Deposited: | 01 Aug 2024 04:44 |
| Last Modified: | 01 Aug 2024 04:44 |
| URI: | http://repository.upnvj.ac.id/id/eprint/31877 |
Actions (login required)
 |
View Item |