| dc.description.abstract | Customer satisfaction is a feeling that arises in the customer while using a service. The low level of customer satisfaction of PT K.A generally arises because the quality of service provided is not in accordance with the expectations of railway customers. The complexity and often problematic process of buying tickets online makes customer satisfaction decrease. Low customer satisfaction will result in customers reluctant to use rail transportation services..
This study has a purpose to analyze how the influence of service quality and online ticket purchasing system on customer satisfaction of Sribillah train services. The influence of the related variables, namely the quality of service and online ticket purchases, will be analyzed partially and simultaneously on customer satisfaction.
This study uses a quantitative research type with an associative approach. Sampling using purposive sampling technique using 100 respondents as the research sample. Primary data in this study was obtained from the distribution of conventional questionnaires, and secondary data obtained through literature study. The analytical method used is validity test, classical assumption test, reliability test, multiple linear regression analysis and hypothesis testing.
The results of the research conducted indicate that the service quality variable (X₁) and the online ticket purchasing system variable (X₂) partially have a significant effect on customer satisfaction, the service quality variable and the online ticket purchasing system simultaneously affect customer satisfaction. Based on the coefficient of determination test, there is a fairly close relationship between service quality and online ticket purchases on customer satisfaction with an R value of 0.837. Through the adjusted R square there is a 31% contribution of service quality and online ticket purchases to customer satisfaction. | en_US |
