KUALITAS PELAYANAN DAN E-PAYMENT TERHADAP KEPUASAN KONSUMEN PADA PT KERETA API (PERSERO) PEMATANGSIANTAR

Abstrak

The purposes of this study are: 1. To determine the description of quality service, e-payment, and customer satisfaction at PT Kereta Api (Persero) Pematangsiantar (Case study on Student/i Management of Semester VIII STIE Sultan Agung). 2. To determine the effect of service quality and e-payment on consumer satisfaction at PT Kereta Api (Persero) Pematangsiantar (Case study on Student/i Management of Semester VIII STIE Sultan Agung) either simultaneously or partially.

. This research uses the design of library research and field research. The population in this study were students who used the services of PT Kereta Api (Persero) Pematangsiantar with a total sample of 39 people. The type of data used is qualitative data and quantitative data. The data sources used are primary data and secondary data. Data collection is done by questionnaries, interviews and documentation. The research instrument test used was the union validity and reliability test. Data analysis techniques consist of normality, descriptive qualitative and quantitative descriptive analysis that includes linear regression test, correlation coefficient and determination analysis, and hypothesis testing. The result of his study can be summarized as follows: 1. Service quality and e-payment is good, and customer satisfaction is satisfied. 2. There is a influence between service quality and e-payment on customer satisfaction simultaneously and partially. 3.  The result of correlation coefficient analysis means there is moderately high correlation between service quality and e-payment with customer satisfaction. The level of customer satisfaction can be explained by service quality and e-payment. 4. H₀ is rejected, meaning that there is positive and significant influence between service quality and e-payment on customer satisfaction both simultaneously and partially.