PT. Kereta Api Indonesia has transformed business and information technology applied to electronic ticket. Based on reports complaints from July to December 2016, there were total of 31 complaints on Customer Service about electronic tickets. This research aimed to determine consumer responses about the service quality of electronic ticket and find out how much influence the service quality of electronic ticket to consumer satisfaction of PT Kereta Api Indonesia. The method used in this research was quantitative, while the purpose of the study is descriptive. The sampling technique used in this research is Non Probability Sampling by purposive sampling technique and use 384 respondents. Overall, the service quality and customer satisfaction of electronic ticket were considered good. The influence of service quality of electronic ticket to customer satisfaction was amounted to 55.2%. To improve quality service, PT. Kereta Api Indonesia needs to provide a guarantee.
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机译：PT。印度尼西亚Kereta Api改变了应用于电子机票的业务和信息技术。根据2016年7月至2016年12月的报告投诉，总共有31项有关电子机票的客户服务投诉。这项研究旨在确定消费者对电子机票服务质量的反应，并找出对PT Kereta Api Indonesia的消费者满意度有多大影响。本研究使用的方法是定量的，而研究的目的只是描述性的。本研究中使用的抽样技术是通过有目的抽样技术进行的非概率抽样，并使用384位受访者。总体而言，电子机票的服务质量和客户满意度被认为是良好的。电子机票服务质量对顾客满意度的影响为55.2％。为了提高优质服务，PT。印度尼西亚Kereta Api需要提供保证。
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