ANALISIS PENGARUH KUALITAS PELAYANAN ONLINE RESERVATION TICKET TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada PT Kereta Api Indonesia Daop 4 Semarang)

Muhammad Ariefian Isnan; Sutopo Sutopo

doi:10.14710/jsmo.v11i1.13150

DOI: https://doi.org/10.14710/jsmo.v11i1.13150

ANALISIS PENGARUH KUALITAS PELAYANAN ONLINE RESERVATION TICKET TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada PT Kereta Api Indonesia Daop 4 Semarang)

Muhammad Ariefian Isnan , Sutopo Sutopo

Diponegoro University, Indonesia

Citation Format:

Abstract

The background of this research is the accumulation of passengers at ticket counter at
departure station that indicates a lack of interest in using online reservation ticket
service. This research aims to analyze and provide empirical evidence about the influence
of the four variables of quality electronic services are efficiency (X1), fulfillment (X2),
system availability (X3), dan privacy (X4) to customer satisfaction users online
reservation ticket of PT Kereta Api Indonesia Daop 4 Semarang.
Data analysis techniques used in this research is multiple regression analysis. The
population in this study was the passengers that uses the online reservation ticket in the
PT Kereta Api Indonesia Daop 4 Semarang. The amount of sampels are 100 respondens
and the sampling method is purposive sampling. The data was collected using
questionnaires.
The t test result show that only variables efficiency, fulfillment, and system availability
have a positive and significant effect on customer satisfaction .while privacy variable not
positive and significant effect on customer satisfaction. The multiple linier regression
result show that efficiency variable are independent variables that most influence on the
customer satisfaction.
Keywords: quality of service, efficiency, fulfillment, system availability, privacy, customer
satisfaction

Fulltext View|Download

Article Metrics:

Article Info

Section: Research Article

Language : EN

In Vol 11, No 1 (2014)

Recent articles

ANALISIS PENGARUH ATRIBUT PRODUK TERHADAP LOYALITAS NASABAH (Studi Pada Tabungan BritAma BRI Kantor Cabang Pattimura Semarang) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI HARGA SAHAM PERUSAHAAN MANUFAKTUR DI BEI TAHUN 2010 – 2012 ANALISIS SISTEM ANTRIAN DAN OPTIMALISASI LAYANAN TELLER (Studi Kasus pada Bank X di Kota Semarang) More recent articles

Most cited articles

ANALISIS FAKTOR-FAKTOR ORIENTASI PASAR YANG MEMPENGARUHI KUALITAS LAYANAN DAN RELEVANSINYA TERHADAP KINERJA PERUSAHAAN ANALISIS PENGARUH IMPLEMENTASI MANAJEMEN KUALITAS TERHADAP KINERJA ORGANISASI PADA USAHA KECIL MENENGAH DI KOTA SALATIGA ANALISIS LIQUIDITY CREATION PADA PERBANKAN DI INDONESIA TAHUN 2007-2013 (STUDI KASUS PADA 10 BANK BESAR DI INDONESIA TAHUN 2013) Analisis Pengaruh Persepsi Kemudahan Penggunaan dan Persepsi Manfaat terhadap Minat Beli dengan Kepercayaan Sebagai Variabel Intervening (Studi pada Pengunjung Toko Online berrybenka.com di Kalangan Mahasiswa Universitas Diponegoro) MEMBANGUN KEUNGGULAN KOMPETITIF MELALUI ALIANSI STRATEJIK UNTUK MENINGKATKAN KINERJA PERUSAHAAN (STUDI KASUS PADA PT. POS INDONESIA WILAYAH VI JATENG DAN DIY) More cited articles

Last update:

No citation recorded.

Last update: 2025-07-21 00:14:56

No citation recorded.

In order to be accepted and published by Jurnal Studi Manajemen Organisasi, the author (s) who submit a manuscript should complete the review process. Jurnal Studi Manajemen Organisasi articles are distributed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0). Articles can be read, shared, and adapted even for commercial purposes under the following conditions:

Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

The copyright of received articles is assigned to the author (s). The author (s) have the right to the articles that have been published. The Editorial Team of Jurnal Studi Manajemen Organisasi and the Author(s) strive to ensure that no errors occur in the articles that have been published, both data errors and statements in the articles. Authors who publish in this journal agree to the following terms:

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
The journal allows the authors to hold the copyright and retain publishing rights without restrictions.
Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during submission, as it can lead to productive exchanges and earlier and greater citation of published work.