| Summary: | This research aims to know the role of customer service Yogyakarta
Station to increase service of passengers, to know the assignment of customer
service to passengers, and to know the customer service efforts in the face of
passenger complaints.
This research used observation methods by work practice as customer
service in Yogyakarta station, interview methods to customer service official to
obtain data, literature methods to obtain data from books, papers, and archives
customer service Yogyakarta station.
Customer service has a role of giving information and conveying the
decision about the complaints of passenger. Servicequality of customer service
Yogyakarta station is affected in five service dimensions such as responsiveness,
assurance, tangibles, empathy, and reliability. The dimensions will determine
passenger satisfaction in the quality of service.
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