Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen kereta api eksekutif Argo Parahyangan. Metode analisis data yang digunakan yaitu uji validitas, uji reliabilitas, analisis deskriptif, analisis regresi sederhana, uji F dan koefisien R square. Sampel dalam penelitian ini sebanyak 100 responden. Pengumpulan data menggunakan kuesioner dengan skala likert. Hasil penelitian analisis deskriptif menunjukkan bahwa kelima dimensi kualitas pelayanan yaitu tangibles, empathy, reliability, responsiveness, dan assurance kereta api eksekutif menunjukan mean 3,7587 yang berada pada interval 3,41 – 4,20. Merujuk pada tabel intepretasi nilai hasil analisis deskriptif, maka kualitas pelayanan kereta api eksekutif Argo Parahyangan baik. Selanjutnya tingkat kepuasan konsumen menunjukkan mean 3,7020 yang berarti tingkat kepuasan konsumen kereta api eksekutif Argo Parahyangan baik. Berdasarkan koefisien R square sebesar 0,668 yang berarti kualitas pelayanan berpengaruh 66,8% terhadap kepuasan konsumen kereta api eksekutif Argo Parahyangan.Terakhir berdasarkan persamaan persamaan regresi Y = 0,873 + 0,313 X dimana jika tidak ada kualitas pelayanan maka tingkat kepuasan konsumen sebesar 0,873. Sedangkan koefisien regresi menunjukkan angka 0,313 menunjukkan bahwa jika kualitas pelayanan ditingkatkan satu angka, maka akan meningkatkan kepuasan konsumen sebesar 0,313. Kata Kunci: Kualitas Pelayanan, Kepuasan Konsumen, Jasa.

This study aims to determine the effect of service quality on customer satisfaction executive train Argo Parahyangan. Data analysis methods were used that test validity, reliability test, descriptive analysis, simple regression analysis, F test and coefficient R square. The sample in this study were 100 respondents. Collecting data using questionnaires with Likert scale. The results of descriptive analysis indicated that the five dimensions of service quality are tangibles, empathy, reliability, responsiveness, and assurance executive train shows the mean 3.7587 which is in the interval from 3.41 to 4.20. Refer to the table interpretation of the value of the descriptive analysis, the quality of service executive train Argo Parahyangan well. Furthermore, the level of customer satisfaction showed a mean of 3.7020, which means the level of customer satisfaction executive train Argo Parahyangan well. Based on the coefficient R square of 0.668 which means that service quality affects 66.8% of consumer satisfaction by executive train Argo Parahyangan. Equation regression equation Y = 0.873 + 0.313 X where if there is no quality of service, the level of consumer satisfaction at 0.873. While the regression coefficient indicates the number 0,313 indicates that if the quality of service improved a number, it will increase customer satisfaction by 0,313. Keywords: Service Quality , Customer Satisfaction , Service

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