Improving Customer Satisfaction Through Service Quality and Facilities: Insights from PT. KAI Regional Division II West Sumatera

Abstract- Rail transportation in Padang, a city known for its economic activity, has emerged as a key mode of travel for individuals commuting beyond its borders. This research aims to investigate how service quality and facilities impact the satisfaction levels of rail service users within PT. KAI (Indonesian Railway Company) Regional Division II West sumatera. Quantitative primary data was collected using a questionnaire distributed to 100 respondents. Partial test findings indicate a significant relationship between service quality and facilities, and the satisfaction of rail service users at PT. KAI Regional Division II West sumatera. Furthermore, simultaneous test results demonstrate that both service quality and facilities collectively influence the satisfaction of rail service users at PT.