Proceedings of the Conference on Global Research on Sustainable Transport (GROST 2017)

THE ANALYSIS OF CUSTOMERS' SATISFACTION TOWARDS COMMUTER LINE TRAIN SERVICE A CASE STUDY AT BEKASI STATION, BEKASI - JAKARTA KOTA ROUTE

Authors
Johannes Partogi, M. Ivan Vicahya Dewangga, Paul S. Hutauruk
Corresponding Author
Johannes Partogi
Available Online November 2017.
DOI
https://doi.org/10.2991/grost-17.2018.54How to use a DOI?
Keywords
Commuter Line, Importance Performance Analysis, Customer Sasisfaction
Abstract
This research is aimed to analyse and determine the level of customers' satisfactions towards Commuter line service. This is a descriptive quantitative research. The data collection was done by literature study, field study, observation and questionnaires distribution. The data came from questionnaires which were given to 99 respondents who use commuter line service, especially Bekasi- Jakarta Kota route. For the data analysis, the important performance analysis is used and there are 25 items of questions included. All types of questions were given to respondents. There were some questions considered as very important to be increased due to the unsatisfactory level of service according to the respondents, such as, temperature of the carriages, the punctuality of departure schedule, the readiness and fast response skills of commuter line officers in response to requests or complaints from users of commuter line services
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
Global Research on Sustainable Transport (GROST 2017)
Part of series
Advances in Engineering Research
Publication Date
November 2017
ISBN
978-94-6252-449-1
ISSN
2352-5401
DOI
https://doi.org/10.2991/grost-17.2018.54How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Johannes Partogi
AU  - M. Ivan Vicahya Dewangga
AU  - Paul S. Hutauruk
PY  - 2017/11
DA  - 2017/11
TI  - THE ANALYSIS OF CUSTOMERS' SATISFACTION TOWARDS COMMUTER LINE TRAIN SERVICE A CASE STUDY AT BEKASI STATION, BEKASI - JAKARTA KOTA ROUTE
BT  - Global Research on Sustainable Transport (GROST 2017)
PB  - Atlantis Press
SP  - 629
EP  - 641
SN  - 2352-5401
UR  - https://doi.org/10.2991/grost-17.2018.54
DO  - https://doi.org/10.2991/grost-17.2018.54
ID  - Partogi2017/11
ER  -