ANALISISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PT.KAI STASIUN LEMPUYANGAN YOGYAKARTA PERSPEKTIF HUKUM ISLAM DAN PERLINDUNGAN KONSUMEN

DEWI WIDYASTUTI, NIM : 14380082 (2022) ANALISISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PT.KAI STASIUN LEMPUYANGAN YOGYAKARTA PERSPEKTIF HUKUM ISLAM DAN PERLINDUNGAN KONSUMEN. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Good service in carrying out service duties is a necessity that must be maintained and maintained. Because by running a good service, it can affect the satisfaction of train passengers. So in this study raised three problem formulations, namely: How is the service quality of the Lempuyangan Railway station from the perspective of Islamic law? How is the service quality and customer satisfaction of Lempuyangan station from the perspective of UUPK and the Regulation of the Minister of Transportation PM. 63 in 2019? How is the Lempuyangan station’s efforts in service improvement? The type of research used in this research is field research, using a juridical and normative approach as a basis for reviewing the service and customer satisfaction of PT. KAI Lempuyangan Yogyakarta using the perspective of Islamic law and consumer protection. Methods of collecting data by means of observation and interviews. While the data analysis in this study used qualitative analysis methods. The results in the study indicate that the services obtained at the Lempuyangan station in Yogyakarta can be said to be relevant because the satisfaction of passenger train service users is the impact of good services that provide consumer interest and decisions. The service of the officers at the station who are good, polite, friendly and informative is of added value and satisfying for consumers who use trains at the station. In addition, adequate facilities, ranging from places to eat, toilets, places of worship, waiting chairs and banking systems have greatly helped customers or consumers at the station. Then about service and satisfaction of service users is in accordance with the concept of Islamic law, namely; Simplicity, Clarity and Certainty, Security, Openness, Efficient, Fairness and Punctuality

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