ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG KERETA API MENOREH PADA PT. KERETA API INDONESIA (Persero) DAOP IV SEMARANG

Nowadays, the development of the transportation service industry has been rapidly growing and has an important role in the distribution of goods and services for the transportation customer in certain regions. Transportation services are, of course, having a lot of benefits offered to the customers. Indonesian demand for the transportation service providers is large enough and it gives a big impact for companies engaged in the field of transportation. The current condition of transportation services competition can be seen through the services aspect that given by the company to the customer. The problem of this study is the decreasing number of Economy / AC class passenger in Menoreh railway, for Semarang-Jakarta destination from year to year. The purpose of this research is to examine the conformity level of the expectation and the service performance implementation, which include: the dimension of reliability, responsiveness, assurance, empathy, direct evidence, and to examine the satisfaction level of Economic/ AC class passenger in Menoreh Railway for Semarang-Jakarta destination. This type of research is Quantitative Descriptive method by using questionnaires and interviews in collecting data. In this research the writer used 100 of respondents as the samples. The number of these samples were determined using Purposive Sampling, Accidental Sampling as the sampling method, and using Cooper & Emory theory in order to determine the number of respondents. The writer used Importance and Performance Analysis and Cartesius Diagram in analyzing. It would be found a conformity level and satisfaction level from the 5 dimension towards the calculation result of the company performance to the level of consumer interest It was found 86,71% for the conformity level, which means the officer/stewardess performance was enough for the passenger. It was also found 3,90 for the satisfaction level, means that the officer / stewardess performance was quite satisfied for the passenger of economy/AC class in Menoreh railway for Semarang-Jakarta destination. It was concluded that the better performance of service quality, the higher level of satisfaction perceived by the railway customer would be. It is recommended for the management of Menoreh Railway for Semarang-Jakarta to improve the responsiveness, empathy, and direct evidence of the officers / stewardess toward the passenger complaints, passenger needs, and the officers/stewardess are also hoped to overcome the problems that arising during the trip. Keywords: service quality, customer satisfaction, railwa