ANALISIS KUALITAS LAYANAN KONSUMEN TERHADAP KEUNGGULAN BERSAING JASA TRANSPORTASI DARAT PADA PT. KERETA API INDONESIA (PERSERO) KELAS ARGO
ABSTRACT: This research was
intended to verify and analyze the influences of service quality of the
customer Argo class train Indonesia. Analysis method is descriptive statistical
and Multiple regression with SPSS software. The sampling Technique was
purposive sampling; the instrument to collect the data was questionnaire with
e-mail of 116 customer of Argo class train. This research result a simultaneous
analysis 84.7% of tangible variable (X1), reliability (X2), responsiveness
(X3), Assurance (X4) and Empathy (X5) were positive significant and positive
influence of train competitive advantage of PT. Kereta Api Indonesia (Argo
Class).
Keywords: Service Quality,
Customer Services, Competitive Advantage, Public Service
Penulis: Musnaini
Kode Jurnal: jpmanajemendd110404
