STRATEGI KOMUNIKASI PT. KERETA API INDONESIA (PERSERO) DALAM PENINGKATAN KUALITAS PELAYANAN SELAMA DI PERJALANAN

(STUDI PADA STASIUN KELAS I BATURAJA)

Abstract

Train is the most popular means of land transportation because affordable ticket prices with drive distances tend to be faster and safer than other land transportation. Especially now that the train has much better service facilities than before. If previously there were still peddlers and buskers roaming on the train during the trip, this time it was no longer found.
Communication of strategy undertaken by PT. Kereta Api Indonesia (Persero) in improving the quality of service during the trip is good enaugh and in accordance with existing company procedures, such as the inclusion of telephone conductor numbers in each train as a customer care number during the trip, cleaning of toilets that are much cleaner and equipment toilets that are always available, as well as passengers who sit according to the seat number printed on the passenger ticket.
Although there are still a number of complaints from passengers, however that complaints during the trip can still be handled well by the trip crew on the train through the conductor as the head of the trip crew in accordance with 5 (five) dimensions of service quality, namely reliability, responsiveness, assurance, empathy, physical evidence.