Wahyu Adinda Febriana Firdaus Primary Author Gideon Noven Morales Primary Author Abdullah Ade Suryobuwono Primary Author Datuknabolon Primary Author

The purpose of this study is to understand the impact of the COVID-19 Pandemic on the quality of service and customer satisfaction on the performance of Indonesia Railways Company (Persero). The method that used in this research is quantitative descriptive using obtained data from the questionnaires and literature studies. The population of this research is from train passengers. Sample research which is used with purposive sampling technique, is 205 respondents. The data analysis techniques used in this research are multiple linear regression analyses. The result of this research is that the beta value of service quality (X1) is 0.582 while the value of customer satisfaction beta (X2) is 0.316. It can be concluded that the quality of service (X1) has a dominant impact on the performance of Indonesia Railways Company (Y) and the two variables (X1 and X2) have positive and significant impact on the performance of PT. Indonesia Railways (Y) with an R Square output is 70.7%.