User Perceived Service Quality of Indian Railway Platform Using Structural Equation Modeling and Importance-Performance Map Analysis: A Case Study of Tiruchirappalli Railway Junction

Metage, Rameshwar; Othayoth, Darshana

doi:10.1007/978-981-19-2273-2_59

Lecture Notes in Civil Engineering

2022

DOI: 10.1007/978-981-19-2273-2_59

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User Perceived Service Quality of Indian Railway Platform Using Structural Equation Modeling and Importance-Performance Map Analysis: A Case Study of Tiruchirappalli Railway Junction

Rameshwar Metage¹,

Darshana Othayoth²

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2024

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Cited by 2 publications

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api di Stasiun Rantau Prapat PT KAI Persero Divre I Sumatra Utara

Yulianto,

Awan

2024

railway

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PT KAI sangat mengutamakan kepuaan pelanggannya agar pelanggan tetap menggunakan moda transportasi tersebut dan tujuannya agar dapat mempertahankan perusahaannya. Dalam penerapannya, pegawai KAI harus menerapkan lima dimensi, yakni: tangibles, reliability, responsiveness, assurance, empathy. Sumber data primer dan sekunder digunakan pada penelitian kuantitatif ini. Tiga cara akumulasi data dipakai: observasi, dokumentasi, dan pengisian kuesioner. Teknik analisis data yang dipakai ialah uji Instrumen, uji asumsi klasik, uji hipotesis, dan metode regresi linear sederhana dengan menggunakan Aplikasi SPSS (Statistical Product and Service Solution). Hasil penelitian menunjukkan bahwa kaliber layanan yang diberikan memiliki dampak yang besar terhadap kepuasan penumpang dengan nilai signifikansi (Sig) adalah 0,000 disebabkan nilai Sig. < 0,05. Berdasarkan kerangka pengambilan keputusan uji T maka H1 diterima dan H0 ditolak yang dapat diartikan kepuasan pelanggan dengan kereta api dipengaruhi oleh kualitas layanan. Dengan program SPSS versi 26, nilai 0,906 dapat dicapai sebagai hasil evaluasi hipotesis koefisien determinasi. Berdasarkan hal ini, terdapat korelasi sebesar 90,6% antara kualitas layanan dan kebahagiaan penumpang, dengan variabel yang tidak diteliti sebesar 9,4% sisanya.

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api di Stasiun Rantau Prapat PT KAI Persero Divre I Sumatra Utara

Yulianto,

Awan

2024

railway

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The Influence of Service Quality on Train Passenger Satisfaction at Rantau Prapat Station PT KAI Persero Divre I North Sumatra

Yulianto,

Awan

2024

railway

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In order to keep clients using this kind of transportation and to keep the business afloat, PT KAI places a high priority on their satisfaction. Employees of KAI are required to utilize five dimensions in its implementation: tangibles, assurance, responsiveness, empathy, and consistency. It is undoubtedly not ideal in its implementation at each station, as some travelers continue to be dissatisfied with the offers that are made. Examples of this include the fact that some people are still unable to board the train without a ticket and the indifference of staff members. Following basic observations by the researchers, there was a decline in staff responsiveness and overall satisfaction. The goal of this study is to determine how much the independent variable affects the dependent variable. In this quantitative analysis, primary and secondary data sources are consulted. Three techniques were employed to gather data: questionnaire completion, documentation, and observation. Using SPSS (Statistical Product and Service Solution), the instrument test, classical assumption test, hypothesis test, and simple linear regression method are the data analysis techniques employed. Once the researcher had finished using the data that had been collected. With a significance value (Sig) of 0.000, it may be inferred that the quality of the services offered significantly affects passenger happiness. Less than 0.05. The T test decision-making framework indicates that H1 is accepted and H0 is rejected, indicating that service quality has an impact on passengers' pleasure with trains. When the coefficient of determination hypothesis is evaluated using the SPSS version 26 software, a value of 0.906 can be obtained. This indicates that there is a 90.6% link between passenger satisfaction and service quality, with the remaining 9.4% coming from factors that have not been thoroughly investigated.

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User Perceived Service Quality of Indian Railway Platform Using Structural Equation Modeling and Importance-Performance Map Analysis: A Case Study of Tiruchirappalli Railway Junction

Cited by 2 publications

References 12 publications

Pengaruh Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api di Stasiun Rantau Prapat PT KAI Persero Divre I Sumatra Utara

Pengaruh Kualitas Pelayanan terhadap Kepuasan Penumpang Kereta Api di Stasiun Rantau Prapat PT KAI Persero Divre I Sumatra Utara

The Influence of Service Quality on Train Passenger Satisfaction at Rantau Prapat Station PT KAI Persero Divre I North Sumatra

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