CHAPTER I

INTRODUCTION

1.1 Background

PT Kereta Api Indonesia (Persero), here in after abbreviated as PT Kereta Api

Indonesia (Persero) or the “Company” is a State-Owned Enterprise The state that
provides, regulates and manages rail transportation services Indonesia. The business
fields that are organized by this Persero are: in the form of rail transportation services
to the community large. PT KAI (Persero) is a non-listen company so that's good for
the public, the Board of Directors and the Board of Commissioners of PT KAI
(Persero) do not have shared ownership in the company. Shareholding wholly owned
by the Government of the Republic of Indonesia. On 03 February 1998 Public
Railway Company or PERUMKA changed status became PT Kereta Api Indonesia
(Persero) until now. All The form of provision, regulation, operation, and
management of this company has been regulated in the Law of the Republic of
Indonesia Number 23 of 2007 concerning National Railways and Regulations
Government of the Republic of Indonesia Number: 56 the Year 2009 concerning
Railway Management. Which among other things have goals, tasks, and functions as
a railway operator in Indonesia.

The Company's operational area covers the islands of Sumatra and Java-Bali.
Region work on the island of Java is divided based on the area of operation (DAOP),
while Working areas in Sumatra are divided based on Regional Divisions (DIVRE),
namely:

1. Regional Division (DIVRE) 1 Medan (North Sumatra) Balai Yasa

Pulubrayan.
2. Regional Division (DIVRE) 2 Padang (West Sumatra)
 3. Regional Division (DIVRE) 3 Palembang (South Sumatra) Lahat Yasa
Center.

Service is very important for every company to develop including PT. Kereta
Api Indonesia (Persero) for service closely related to human resources in it. Many
strategies and the ways in which the company builds its human resources in order to
work and treat consumers well. Frequent service also used as a reference to measure
customer satisfaction. Good service must be responsive and responsive to criticism,
suggestions, and consumer complaints. To make the company not retreat or fall, but
for more motivate the company to do better. Various companies position customer
service as part of most important. Where the main task of a customer service is to
provide services and build good relations with the community. In addition, customer
service must also be able to keep old customers in order to remain customer loyal
ones. Therefore, the task of a customer service is the end spearhead in a service
company.

Customer service, in general, is any activity that is intended or shown to

provide satisfaction to customers, through services that can meet customer wants and
needs. In section customer service at Jember Station the daily activities are: serve the
needs and provide satisfaction to customers who usually includes helping with ticket
cancellations, helping schedule changes on new tickets, receipt of orders or ticket
reservations group, answer questions or provide information and handling complaints
related to the products offered by PT. Kereta Api Indonesia (Persero), especially in
Regional Division (DIVRE) 3 Palembang (South Sumatra). Therefore customer
service must good at finding solutions to solve problems by passengers. Therefore,
we would like to discuss about the Job Training report Titled “The Ways of Dealing
with Customers' Complaints in Customer Service at PT. Kereta Api Indonesia
Persero Regional Division III Palembang”.