Evaluasi Kualitas Layanan E-Ticketing PT Kereta Api Indonesia

Abstract

The purpose of this study was to determine the factors that lead to e-ticketing customer satisfaction PT Kereta Api Indonesia, to determine the level of customer satisfaction of e-ticketing PT Kereta Api Indonesia, to determine the effect of variable consumer services, infrastructure, data security, and ease of use the quality of service. Methods of data collection using questionnaires and in analyzing data using multiple regression with F test and t test. In this study of 100 respondents drawn at random from the user's e-ticketing PT Kereta Api Indonesia. The results of this study are variable consumer services, data security ease of use have a significant effect on customer satisfaction while infrastructure variable has no significant effect on customer satisfaction.