SATISFACTION ANALYSIS OF ARGO PARAHYANGAN TRAIN PASSANGER AND ITS IMPACT ON PASSANGER LOYALTY

• Main Author: Arya Prabowo, Zakaria
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/36705
• Institution: Institut Teknologi Bandung

The construction of the Jakarta-Cikampek elevated toll road has resulted in Bandung-Jakarta travel time via tolls being faster than the travel time of Argo Parahyangan Train if the Jakarta-Cikampek flyover has been operated. This is a threat to PT KAI because the people who are currently favoring the Argo Parahyangan Railway to travel from Bandung - Jakarta and vice versa can move to the modes of transportation of private vehicles, buses, or travel. So that Argo Parahyangan Railway passengers do not move to other modes of transportation, the strategy taken is to make passengers loyal to the Argo Parahyangan Train. Loyalty can be increased by increasing satisfaction. To improve passenger satisfaction can be done by conducting a passenger satisfaction survey because it provides recommendations for improving service quality. Another objective of the passenger satisfaction survey is to overcome the dissatisfaction of passengers of the Argo Parahyangan Train which is characterized by complaints about the quality of the Argo Parahyangan Train service. Primary data in this study were obtained using a questionnaire that contained questions from P-Transqual indicator, American Customer Satisfaction Index (ACSI) indicator and loyalty indicator from Griffin. In this study, 126 data were obtained from respondents of Argo Parahyangan Train Economy and 128 respondents of Argo Parahyangan Train Executive. By using gap analysis, it was concluded that the passengers of the Argo Parahyangan Train Economy and Executives were not satisfied with the services provided by PT KAI. To increase satisfaction, service quality improvement is needed by using the Importance Performance Analysis diagram. The result of the Importance Performance Analysis diagram is that there are 2 service attributes that must be improved for the Argo Parahyangan Train Economy, namely distance between 2 seat and engine condition, while for the Argo Parahyangan Train Executive there are 3 service attributes that must be improved, namely seat cleanliness, seat comfort and engine condition. To provide solutions, the quality of services that must be improved is analyzed according to the existing conditions of service quality. Passenger complaints data, passenger suggestion data and literature studies are also used to provide solutions to improve service quality that must be improved. The provide solutions given has been analyzed for its feasibility and concludes that all solutions are feasible. The results from simple linear regression analysis in object of research Argo Parahyangan Train Economy has same result with object of research Argo Parahyangan Train Executive. The results of simple linear regression analysis concluded that improving the service quality can improve passengers satisfaction and passengers loyalty and increase the passengers satisfaction can improve passengers loyalty.