The objective of this research are to analyze and to know the satisfaction level felt by the passengers of KRL Jabodetabek on current commuter line system due the increasing number between passengers and the fleet provided by the company is not balanced. The data used for this research is obtained through the distribution of
questionnaires in 44 stations in Jabodetabek area with 175 people as the respondents. The data is processed by using SERVQUAL dimension to get the gap value that is comparison between customer expectation and station performance. Then evaluated by using KANO method. From the results can be seen that the some of the aspect of service quality is still not satisfy the customers, although the gap is not too large. In addition, in terms of responses from the head of the station there is a significant difference with the preference of the customers. The result of this research is evaluation to develop improvement strategy for customer satisfaction and loyalty by considering result from existing method. |