Analisis Faktor-Faktor yang Mempengaruhi Kualitas Layanan PT KAI Daerah Operasional Jabodetabek

Authors

  • Eko Sarjono Putro

DOI:

https://doi.org/10.37721/je.v14i1.216

Abstract

The research objectives were to describe the relationship among scientific constructs realated to management of railways transportation. Necessarily, the reasearch studied the effects of corresponding variabels on the improvement of service quality of PT KAI Jabotabek Operational Region. The research population was the performance of PT KAI as perceived by the employees. To determine the sample this research used technique of proportionate stratistified random sampling and got 240 people functioned as respondents. The research method used descriptive and hypothesis testing. The reseach activities began with collecting data, data tabulations, data analysis, hypothesis testing, discussion of findings, and made conclusions asa well as suggestions. The findings of the reaserach concluded that there were direct and indirect effects from variables of regulation, infrastructure, time, financing, human resources, comfort and safety, on the the improvement of service quality. It was recommended that the government and PT KAI Jabotabek Operational Region conduct programs to improve the service quality through building high competence of human resources, infra structure, quality of comfort and safety, funding availability, speed and timeliness, as well as policies and regulations.

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