LETISIA, LETISIA (2019) ANALISIS PENGARUH KUALITAS PELAYANAN, LOYALITAS, HARGA TIKET DAN PEMASARAN TERHADAP KEPUASAN KONSUMEN DALAM PENGGUNAAN JASA KERETA API MENOREH DAOP IV SEMARANG. SKRIPSI.
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Abstract
This study aims to analyze the variables of service quality, loyalty, ticket prices, and marketing and their influence on customer satisfaction. Through this research, the author can know the magnitude of the influence that occurs on customer satisfaction. Consumer satisfaction is a level where the needs, desires, and expectations of consumers can be fulfilled which will result in a repeat purchase or continued loyalty. Quality service products have an important role to shape customer satisfaction, the higher the quality of products and services provided, the higher the satisfaction felt by customers. Based on the results of research and multiple analysis, the equation is produced: Y = -1,214+ 0,252 X1 + 0,407 X2 + 0,331 X3 + 0,084 X4 + µ. Showing that, based on empirical data (the results of filling in the questionnaire) and multiple linear regression results indicate that the variable Quality of Service (X1) has a value of tcount 3,798> ttable 1,98525, then H0 is rejected Ha accepted. Loyalty variable (X2) has a value of tcount 6.193> t table 1.98525, then H0 is rejected Ha accepted. Ticket Price variable (X3) has a value of tcount 4.909> ttable 1.98525, H0 is rejected and Ha is accepted. The marketing variable (X4) has a tcount of 1.354> ttable 1.98525, H0 is rejected and Hadit is accepted. Thus the results of the study indicate that there is a positive and significant influence between service quality, loyalty, ticket prices and marketing on customer satisfaction. Keywords: Service Quality, Loyalty, Ticket Prices, Marketing
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Nov 2019 04:21 |
| Last Modified: | 21 Nov 2019 04:21 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/150 |
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