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THE IMPACT OF COVID-19 PANDEMIC TO THE QUALITY OF SERVICE AND CUSTOMER SATISFACTION ON THE PERFORMANCE OF INDONESIA RAILWAYS COMPANY (PT. KERETA API INDONESIA) (PERSERO)
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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%.
Wahyu Adinda Febriana Firdaus - Personal Name
Gideon Noven Morales - Personal Name
Abdullah Ade Suryobuwono - Personal Name
Datuknabolon - Personal Name
Gideon Noven Morales - Personal Name
Abdullah Ade Suryobuwono - Personal Name
Datuknabolon - Personal Name
2622-5778
NONE
electronic file
English
ITL Trisakti
2020
Jakarta
GROSTLOG 2020
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