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<title><![CDATA[ANALISIS TINGKAT KEPUASAN TERHADAP KUALITAS PELAYANAN KERETA API EKONOMI BANDUNG RAYA]]></title>
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<note>Kualitas pelayanan menjadi salah satu indikator yang digunakan oleh banyak perusahaan jasa transportasi dalam menghadapi persaingan usaha, termasuk PT. Kereta Api Indonesia (KAI) Persero. Analisis tingkat kepuasan dan tingkat kepentingan berdasarkan metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI) digunakan untuk mengetahui kualitas pelayanan yang diberikan. Hasil analisis setiap pelayanan yang telah diuji validitas & reliabilitas dan dinyatakan valid & reliabel kemudian dipetakan dalam diagram kartesius IPA serta nilai CSI untuk mengetahui tingkat kepuasan pengguna jasa kereta api secara keseluruhan. Berdasarkan metode IPA Pelayanan tentang Kebersihan & Kerapihan Fasilitas Kereta, Kelengkapan Fasilitas Kereta, serta Kesopanan & Kejujuran Petugas dirasakan penting dan memuaskan oleh pengguna jasa. Berdasarkan metode CSI diperoleh nilai CSI sebesar 75,06% yang berarti bahwa kualitas pelayanan yang diberikan oleh kereta api secara keseluruhan dirasa memuaskan oleh pengguna jasa.</note>
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