Peranan Pelayanan Prima terhadap Kepuasan Konsumen di PT. KAI Stasiun Binjai

Abstract

This research examines the role of excellent service on customer satisfaction at PT.KAI Binjai Station. The aim of excellent service is to provide services that can meet and satisfy needs and focus on passengers or customers very well or best. There is a service that must be provided from PT. KAI Binjai Station is in demand for excellent service to passengers. In the services provided to passengers of PT. KAI Binjai Station will continue to strive to develop the potential and competence of human resources in parallel with technological advances in order to provide the best results and provide satisfaction to stakeholders. Through a survey involving employees and 50 respondents or passengers, the author used research methods with data collection techniques, namely: Observation, Interviews and Questionnaires. It was found that the results of the excellent service implemented by PT. KAI Binjai Station can be categorized as Good which is proportional to the increase in consumer satisfaction in using train transportation services. The results of this research show that excellent service is very important to maintain consumer satisfaction or train service users who are expected to continue using the service.