THE ANALYSIS OF CUSTOMERS’ SATISFACTION TOWARDS COMMUTER LINE TRAIN SERVICE A CASE STUDY AT BEKASI STATION, BEKASI – JAKARTA KOTA ROUTE

Johannes Partogi, M Ivan Vicahya Dewangga, Paul S Hutauruk

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Abstract: This research is aimed to analyse and determine the level of customers' satisfactions towards Commuter line service. This is a descriptive quantitative research. The data collection was done by literature study, field study, observation and questionnaires distribution. The data came from questionnaires which were given to 99 respondents who use commuter line service, especially Bekasi- Jakarta Kota route. For the data analysis, the important performance analysis is used and there are 25 items of questions included. All types of questions were given to respondents. There were some questions considered as very important to be increased due to the unsatisfactory level of service according to the respondents, such as, temperature of the carriages, the punctuality of departure schedule, the readiness and fast response skills of commuter line officers in response to requests or complaints from users of commuter line services.
Keyword: Commuter Line, Importance Performance Analysis, Customer Sasisfaction


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