Abstract

The background of this research is the accumulation of passengers at ticket counter at departure station that indicates a lack of interest in using online reservation ticket service. This research aims to analyze and provide empirical evidence about the influence of the four variables of quality electronic services are efficiency (X1), fulfillment (X2), system availability (X3), dan privacy (X4) to customer satisfaction users online reservation ticket of PT Kereta Api Indonesia Daop 4 Semarang. Data analysis techniques used in this research is multiple regression analysis. The population in this study was the passengers that uses the online reservation ticket in the PT Kereta Api Indonesia Daop 4 Semarang. The amount of sampels are 100 respondens and the sampling method is purposive sampling. The data was collected using questionnaires. The t test result show that only variables efficiency, fulfillment, and system availability have a positive and significant effect on customer satisfaction .while privacy variable not positive and significant effect on customer satisfaction. The multiple linier regression result show that efficiency variable are independent variables that most influence on the customer satisfaction. Keywords: quality of service, efficiency, fulfillment, system availability, privacy, customer satisfaction

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