Experimental Marketing and Service Quality for Railway Customer Satisfaction

Abstract

This research aims to investigate the influence of marketing experience and service quality on railway customer satisfaction. This type of research is explanatory research. The population in this research is all consumers who use the Mutiara Timur railway in DAOP IX Jember. The sampling technique used in this study was purposive sampling by considering certain criteria in taking a sample of 250 respondents. The research hypothesis is experiential marketing that prioritizes service quality in Railroad transportation services, and service quality influences customer satisfaction in Railroad transportation services. The results of this study are experimental marketing which has a significant effect on railroad consumer satisfaction and service quality has a significant effect on the satisfaction of railroad consumers.