PENGARUH PERAN KOMPETENSI SUMBER DAYA MANUSIA, FASILITAS DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN PERJALANAN PADA RUTE BOGOR-JAKARTA PT. KERETA COMMUTER INDONESIA

This study aims to analyze the influence of Human Resource Competence (HRC), Facilities (FSL), and Timeliness (TML) on Customer Satisfaction (CS) in the Commuter Line Electric Rail Train (KRL) services on the Bogor–Jakarta route operated by PT Kereta Commuter Indonesia (KCI). The background of this research lies in the importance of improving the quality of public transportation services to meet the high mobility needs of urban communities. This study employed a quantitative method with a multiple linear regression approach. The sample consisted of 206 respondents selected using a purposive sampling technique. Data analysis included validity and reliability tests, classical assumption tests (normality, multicollinearity, and heteroscedasticity), as well as multiple linear regression to examine both partial and simultaneous effects of the independent variables on the dependent variable. The results indicate that, partially, HRC, FSL, and TML have a positive and significant effect on Customer Satisfaction. Simultaneously, these three variables also significantly influence Customer Satisfaction. The adjusted coefficient of determination (Adjusted R²) of 0.688 shows that 68.8% of the variation in Customer Satisfaction can be explained by HRC, FSL, and TML, while the remaining variation is influenced by other variables outside the model. Thus, improving human resource competence, providing adequate facilities, and ensuring service timeliness are crucial factors in enhancing customer satisfaction with PT KCI services, particularly on the Bogor–Jakarta route.
Keywords: , Customer Satisfaction PT Kereta Commuter Indonesia,,Facilities,Human Resource Competence, Timeliness.