ANALISIS PENGARUH FAKTOR KUALITAS PELAYANAN, FASILITAS, DAN HARGA TIKET TERHADAP KEPUASAN PENUMPANG KA ARGO MURIA JURUSAN SEMARANG TAWANG – JAKARTA GAMBIR

POPY, MAHDALENA RAMLAN (2019) ANALISIS PENGARUH FAKTOR KUALITAS PELAYANAN, FASILITAS, DAN HARGA TIKET TERHADAP KEPUASAN PENUMPANG KA ARGO MURIA JURUSAN SEMARANG TAWANG – JAKARTA GAMBIR. SKRIPSI.

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Abstract

In the world of business competition, satisfying passenger needs is very important in a company engaged in services, so that these passengers remain loyal and not turn to competitors. Therefore PT Kereta Api Indonesia is committed to continuously innovating to improve the crossing services that passengers can enjoy. However, the service provided is not always in accordance with what is expected by each passenger, because each passenger has a different perception of expectations. For this reason, it is necessary to measure the level of satisfaction of KA Argo Muria. PT. Kereta Api Indonesia related to service quality, facilities and prices. This study aims to determine the effect of service, ship facilities and prices on the level of satisfaction of KA Argo Muria. This study also aims to analyze the most dominant factors affecting KA Argo Muria. This research was conducted with a questionnaire method for 100 passenger respondents. The analysis technique in this study used multiple linear regression analysis. Regression formulation in this study are as follows: Y = 1,444 +0,082X1+0,449X2-0,321X3+ µ The results of multiple regression studies indicate that there is a partial positive effect on service quality on passenger satisfaction (tcount 2,071> ttable 1.98472), ship facilities to passenger satisfaction (tcount 5,490> ttable 1.98472) and prices to passenger satisfaction (tcount -4,363> ttable 1.98472). The influence of the three research variables is very strong with adjusted R2 = 0.501 correlation value. Keywords: service quality, ship facilities, price and passenger satisfaction

Item Type: Article
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 18 Nov 2019 09:11
Last Modified: 18 Nov 2019 09:11
URI: http://repository.stimart-amni.ac.id/id/eprint/120

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