The Customer Service Quality of Railway Station in Yogyakarta

International Conference on Informatics, Engineering, Science and Technology

计算机科学;工业技术

Rozaq, F.^1 ; Istiantara, D.T.^1

Departemen Teknik Mekanika Perkeretaapian, Akademi Perkertaapian Indonesia, Indonesia^1

关键词: Customer services;    Descriptive studies;    Importance-performance analysis;    Physical evidence;    Quantitative approach;    Railway stations;    Sampling technique;    Subsequent data analysis;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/407/1/012037/pdf
DOI  :  10.1088/1757-899X/407/1/012037

来源: IOP

【 摘 要 】

The aims of this study was to deterMine the level of customer service quality in Railway Station in Yogyakarta based on the dimensions of physical evidence, reliability, responsiveness, reliability, and empathy. This study is a descriptive study using a quantitative approach. The population in this study is that all customers who had been a passenger train at the station in Yogyakarta. Method of data collection quota sampling technique with a sample of 200 subsequent data analysis conducted with SERVQUAL (item-by-item analysis and gap-by-dimention dimention gap analysis) and Importance-performance analysis (IPA). The survey results revealed that the quality of customer service in Yogyakarta Lempuyangan Railway Station is still considered bad by the customer.