@thesis{thesis,
		author={Hutapea  Marselia Adelina},
		title ={Analisis Pengaruh Kualitas Pelayanan Penjualan Tiket Kereta Api Online Terhadap Kepuasan Konsumen Dengan Metode Servqual},
		year={2015},
		url={http://eprints.ukmc.ac.id/578/},
		abstract={This research is motivated by a number of users of railway services using the railway ticket booking service online and this study aims to determine the variables that affect the use of the railway ticket booking service online for the departure of the train at the station Kertapati Palembang. The independent variables in this study, namely direct evidence variable, the variable reliability, responsiveness variables, variables assurance, and empathy while variable, dependent variable in this study is the consumer satisfaction in the use of services train tickets online. Population obtained 624 consumers who know, once or how many times to buy train tickets online from the beginning of January 2014 until the end of December 2014 and a sample is 86 respondents with stratified random sampling. The results showed that the factor responsiveness and assurance factors that affect customer satisfaction , as well as the five variables are namely the variable direct evidence , the reliability variable ,variable responsiveness,assurance variable and variable empathy whereas which jointly affect customer satisfaction.}
		}