?url_ver=Z39.88-2004&rft_id=1716041023+&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+KUALITAS+PELAYANAN+TERHADAP+KEPUASAN%0D%0APELANGGAN+DI+MASA+PANDEMI+COVID-19+%0D%0A(Studi+pada+Penumpang+PT.+KAI+Stasiun+Tanjung+Karang+%0D%0ABandar+Lampung)%0D%0A&rft.creator=Nurhasanah+%2C+1716041023+&rft.subject=300+Ilmu+sosial&rft.subject=351+Administrasi+publik&rft.description=PT.+Kereta+Api+Indonesia+(Persero)+adalah+Badan+Usaha+Milik+Negara+(BUMN)%0D%0Ayang+bergerak+di+bidang+layanan+jasa+transportasi+perkeretaapian.+Kebutuhan%0D%0Adasar+masyarakat+itu+mengikuti+perkembangan+dan+perubahan+kondisi+yang+ada+di%0D%0Asekitar+termasuk+layanan+jasa+transportasi+kereta+api%2C+munculnya+Pandemi+Covid19%0D%0Aini%0D%0A%0D%0Amembuat+pemerintah+termasuk+PT.+KAI+meningkatkan+kualitas+pelayanan%0D%0Aserta+mencegah+penyebaran+Covid-19.+Penelitian+ini+bertujuan+untuk+mengetahui%0D%0Apengaruh+kualitas+pelayanan+terhadap+kepuasan+pelanggan+PT.+KAI+Stasiun%0D%0ATanjung+Karang+Bandar+Lampung+di+masa+pandemi+Covid-19.+Metode+penelitian%0D%0Aini+menggunakan+teknik+sampling+insidental+dengan+jumlah+pengambilan+sampel%0D%0A100+responden+pada+populasi+semua+pelanggan+PT.+KAI+Stasiun+Tanjung+Karang%0D%0ABandar+Lampung+di+masa+pandemi+Covid-19.+Pengumpulan+data+pada+penelitian%0D%0Aini+diambil+dari+kuesioner%2C+studi+kepustakaan%2C+dan+observasi.+Uji+instrumen+pada%0D%0Apenelitian+ini+uji+validitas+dan+reliabilitas.+Teknik+analisis+data+yang+digunakan%0D%0Apada+penelitian+ini+adalah+regresi+linear+sederhana%2C+uji+t%2C+dan+uji+R%0D%0A+dengan%0D%0Abantuan+pengolahan+data+menggunakan+software+SPSS+24.+Hasil+uji+statistik%0D%0Adeskriptif%2C+diperoleh+nilai+mean+pada+variabel+kualitas+pelayanan+(X)+sebesar+3%2C25%0D%0Adengan+TCR+81%2C42%25+yang+termasuk+dalam+kategori+sangat+baik+dan+diperoleh%0D%0Anilai+mean+pada+variabel+kepuasan+pelanggan+(Y)+sebesar+3%2C39+dengan+TCR%0D%0A84%2C76%25+yang+juga+termasuk+dalam+kategori+sangat+baik.+Hasil+uji+t+sebesar+8%2C315+%3E%0D%0A1%2C660+dan+0%2C000+%3C+0%2C05%2C+hasil+analisis+data+menunjukkan+bahwa+secara+parsial%0D%0Akualitas+pelayanan+memiliki+pengaruh+signifikan+terhadap+kepuasan+pelanggan.%0D%0AKesimpulan%3A+kualitas+pelayanan+berpengaruh+terhadap+kepuasan+pelanggan+PT.%0D%0AKAI+Stasiun+Tanjung+Karang+Bandar+Lampung+di+masa+pandemi+Covid-19.%0D%0A+%0D%0A2%0D%0AKata+Kunci+%3A+Kualitas+Pelayanan%2C+Kepuasan+Pelanggan%2C+PT.+KAI.%0D%0A+PT.+Kereta+Api+Indonesia+(Persero)+is+a+State-Owned+Enterprise+(BUMN)+which%0D%0Ais+engaged+in+rail+transportation+services.+The+basic+needs+of+the+community%0D%0Afollow+developments+and+changes+in+conditions+around+them%2C+including+rail%0D%0Atransportation+services%2C+the+emergence+of+the+Covid-19+Pandemic+has+made+the%0D%0Agovernment%2C+including+PT.+KAI+improves+service+quality+and+prevents+the+spread%0D%0Aof+Covid-19.+This+study+aims+to+determine+the+effect+of+service+quality+on%0D%0Acustomer+satisfaction+of+PT.+KAI+Tanjung+Karang+Bandar+Lampung+Station%0D%0Aduring+the+Covid-19+pandemic.+This+research+method+uses+incidental+sampling%0D%0Atechnique+with+a+total+sample+of+100+respondents+in+the+population+of+all%0D%0Acustomers+of+PT.+KAI+Tanjung+Karang+Bandar+Lampung+Station+during+the%0D%0ACovid-19+pandemic.+Data+collection+in+this+study+was+taken+from+questionnaires%2C%0D%0Aliterature+study%2C+and+observation.+The+instrument+test+in+this+study+was+a+test+of%0D%0Avalidity+and+reliability.+The+data+analysis+technique+used+in+this+research+is+simple%0D%0Alinear+regression%2C+t+test%2C+and+R%0D%0A+test+with+the+help+of+data+processing+using+SPSS+24%0D%0Asoftware.+The+results+of+the+descriptive+statistical+test%2C+the+mean+value+of+the%0D%0Aservice+quality+variable+(X)+is+3%2C25+with+a+TCR+of+81%2C42%25+which+is+included+in+the%0D%0Avery+good+category+and+the+mean+value+of+the+customer+satisfaction+variable+(Y)+is%0D%0A3%2C39+with+a+TCR+of+84%2C76%25+which+is+also+included+in+the+very+good+category.+The%0D%0Aresults+of+the+t-test+were+8%2C315+%3E+1%2C660+and+0%2C000+%3C+0%2C05%2C+the+results+of+data%0D%0Aanalysis+showed+that+partially+service+quality+had+a+significant+influence+on%0D%0Acustomer+satisfaction.+Conclusion%3A+service+quality+has+an+effect+on+customer%0D%0Asatisfaction+of+PT.+KAI+Tanjung+Karang+Bandar+Lampung+Station+during+the%0D%0ACovid-19+pandemic.%0D%0A%0D%0AKeywords%3A+Service+Quality%2C+Customer+Satisfaction%2C+PT.+KAI.%0D%0A2&rft.publisher=FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK&rft.date=2022-04-08&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F60336%2F1%2FABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F60336%2F2%2FSKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F60336%2F3%2FSKRIPSI%2520TANPA%2520PEMBAHASAN.pdf&rft.identifier=++Nurhasanah+%2C+1716041023+++(2022)+PENGARUH+KUALITAS+PELAYANAN+TERHADAP+KEPUASAN+PELANGGAN+DI+MASA+PANDEMI+COVID-19+(Studi+pada+Penumpang+PT.+KAI+Stasiun+Tanjung+Karang+Bandar+Lampung).++FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F60336%2F