Alda Candraningtyas, . (2025) ANALISIS KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY DAN ZONE OF TOLERANCE DENGAN KEPUASAN PENGGUNA COMMUTER LINE RUTE JABODETABEK. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Service quality plays a crucial role in determining user satisfaction, as service perceptions shape users' assessments of whether they are satisfied or dissatisfied with the services received. This study aims to analyze the service quality of the Commuter Line Jabodetabek Route by applying the Service Quality (SERVQUAL) and Zone of Tolerance (ZOT) methods. User satisfaction is measured based on the gap between perceptions and expectations, as well as the service position relative to the minimum tolerance limit. This research employed a quantitative approach with purposive sampling of 100 respondents. Data were obtained through a questionnaire distributed via Google Form and analyzed using SERVQUAL and ZOT. The SERVQUAL analysis results show that all five service quality dimensions recorded negative gap scores, with Tangibles having the largest negative value. The ZOT analysis indicates that most service attributes, especially in the Tangibles, Assurance, and Responsiveness dimensions, fall below the tolerance zone. Attributes such as toilet and prayer room cleanliness, safety during boarding and alighting, and officers’ responsiveness to emergencies require priority improvements. These findings reveal that the current service quality has not met user satisfaction, prompting PT Kereta Commuter Indonesia (KCI) as the operator to improve service quality in line with user expectations.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2110111060] [Pembimbing: Jenji Gunaedi] [Penguji 1: Heni Nastiti] [Penguji 2: Sumilir] |
| Uncontrolled Keywords: | Service Quality, SERVQUAL, Zone of Tolerance, User Satisfaction, Commuter Line. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | ALDA CANDRANINGTYAS |
| Date Deposited: | 07 Aug 2025 02:32 |
| Last Modified: | 07 Aug 2025 02:32 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38053 |
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