Aradhana, Fauzan Radithya (2025) KEPUASAN PELANGGAN PADA PT KERETA API LOGISTIK. Diploma thesis, POLITEKNIK TRANSPORTASI DARAT BALI.
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Abstract
PT Kereta Api Logistik (KALOG), sebagai anak perusahaan PT Kereta Api
Indonesia (Persero), memiliki peran strategis dalam mendukung distribusi barang
melalui moda transportasi kereta api. Kepuasan pelanggan menjadi salah satu faktor
utama yang memengaruhi keberhasilan penyedia jasa logistik. Dua aspek penting
yang berkontribusi terhadap kepuasan pelanggan adalah kepuasan harga dan
kualitas pelayanan. Penelitian ini menganalisis pengaruh kepuasan harga dan
kualitas pelayanan terhadap kepuasan pelanggan pada PT Kereta Api Logistik. Data
dikumpulkan melalui kuesioner kepada 100 responden dan dianalisis menggunakan
metode Customer Satisfaction Index (CSI). Hasil menunjukkan bahwa pelanggan
memiliki kepuasan positif terhadap harga dan layanan, dengan nilai CSI sebesar
86,41%, yang tergolong sangat puas. Kedua faktor tersebut terbukti berkontribusi
signifikan terhadap kepuasan pelanggan. Temuan ini dapat menjadi dasar
peningkatan strategi layanan dan penetapan harga perusahaan.
Kata kunci: Pelayanan, kepuasan pelanggan, Customer Satisfaction Index
| Item Type: | Thesis (Diploma) |
|---|---|
| Contributors: | Contribution Name Email Teacher NAVIANTI, S.Si.,M.Si, DYNES RIZKY UNSPECIFIED Teacher DARMAYANTI, S.Kep.,Ns.,M.M, NI LUH UNSPECIFIED |
| Uncontrolled Keywords: | PT Kereta Api Logistik (KALOG), as a subsidiary of PT. Indonesian Railways (Persero), has a strategic role in supporting the distribution of goods through rail transportation modes. Customer satisfaction is one of the main factors that affect the success of logistics service providers. Two important aspects that contribute to customer satisfaction are price perception and service quality. This study analyzes the influence of price perception and service quality on customer satisfaction at PT Kereta Api Logistik. Data was collected through questionnaires to 100 respondents and analyzed using the Customer Satisfaction Index (CSI) method. The results show that customers have a positive perception of price and service, with a CSI value of 86.41%, which is classified as very satisfied. Both factors have been proven to contribute significantly to customer satisfaction. These findings can be the basis for improving the company's service and pricing strategy. Keywords: Price perception, service, customer satisfaction, Customer Satisfaction Index |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | - Poltrada Bali Kemenhub |
| Date Deposited: | 29 Oct 2025 02:43 |
| Last Modified: | 29 Oct 2025 02:43 |
| URI: | https://digilib.poltradabali.ac.id/id/eprint/452 |
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