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

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