STATISTICAL ANALYSIS OF BIASED TRAIN PASSENGER SATISFACTION USING THE SERVQUAL METHOD

Dhina Setyo Oktaria; Balla Wahyu  Budiarto; Galih  Satria

doi:10.62207/w445b872

Authors

Dhina Setyo Oktaria Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia Author
Balla Wahyu Budiarto Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia Author
Galih Satria Politeknik Perkeretaapian Indonesia, Madiun, East Java, Indonesia Author

DOI:

https://doi.org/10.62207/w445b872

Keywords:

passenger satisfaction, Servqual method, Bias train, service quality, gap analysis

Abstract

This study aims to analyze the level of satisfaction of train passengers using the Servqual method, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study population was passengers of the Bias Madiun-Solo train with a sample of 100 respondents selected using bootstrap sampling techniques. Data were collected through a Likert-based questionnaire and analyzed using descriptive methods and gap analysis. The results showed the highest satisfaction score in the Assurance dimension (4.08) and the lowest in Reliability (3.90), indicating the need for improvements in the timeliness and accuracy of information. Recommendations for improvement include improving physical facilities, staff training, and optimizing information systems. This study contributes to PT Kereta Api Indonesia in improving service quality and passenger satisfaction, as well as being a reference for further research related to railway transportation.

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