ANALISIS FAKTOR KUALITAS PELAYANAN, FASILITAS, DAN KEAMANAN TERHADAP KEPUASAN PENUMPANG DI TERMINAL TIRTONADI SURAKARTA (Studi Kasus Pada Calon Penumpang di Terminal Tirtonadi Surakarta)

AVILA, LUSI AGUSTIN (2019) ANALISIS FAKTOR KUALITAS PELAYANAN, FASILITAS, DAN KEAMANAN TERHADAP KEPUASAN PENUMPANG DI TERMINAL TIRTONADI SURAKARTA (Studi Kasus Pada Calon Penumpang di Terminal Tirtonadi Surakarta). SKRIPSI.

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Abstract

Terminal is a node in a road transport network system that serves as a public service / infrastructure ie, a place used for passengers and / or unloading of goods, as well as intra and inter-mode transportation that governs the arrival and departure of public transport. The purpose of this research is to analyze the quality of service, facilities and satisfaction of passengers at Terminal Tirtonadi Surakarta. The sample in this research is 100 respondents who are passenger or consumer terminal tirtonadi surakarta. Sampling technique that is nonprobability sampling with the type of sampling is an insidential sampling. The methode is used descriptive analyze and quantitative analyze, data analyze by using analyze of the regression linier with the help of (Software) Statistics Pakage For Social Science (SPSS) version 22.0. The results of this study indicate that the variables of service quality, facilities, and security simultaneously to passenger satisfaction in Tirtonadi Terminal Surakarta. The result of multiple linear regression equation Y = 0,539 + 0,209X1 + 0,184X2 + 0,495X3 + μ. From the form of regression can be seen that the most dominant variable of satisfaction is security variable with regression coefficient of 0.495. With R2 test (R Square) obtained results of 0.604 or 60.4% which means passenger satisfaction in Tirtonadi Terminal Surakarta influenced by variable of service quality, facility and security, that is equal to 60,4% and other factors influencing passenger satisfaction in Terminal Tirtonadi Surakarta is 39.6%. Keywords : Terminal, service quality, facility, security, and passenger satisfaction.

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/156

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