Abstract
The aims of this study was to determine the level of customer service quality in Railway Station in Yogyakarta based on the dimensions of physical evidence, reliability, responsiveness, reliability, and empathy. This study is a descriptive study using a quantitative approach. The population in this study is that all customers who had been a passenger train at the station in Yogyakarta. Method of data collection quota sampling technique with a sample of 200 subsequent data analysis conducted with SERVQUAL (item-by-item analysis and gap-by-dimention dimention gap analysis) and Importance-performance analysis (IPA). The survey results revealed that the quality of customer service in Yogyakarta Lempuyangan Railway Station is still considered bad by the customer.
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