EDI, MUCTAR (2019) “PENGARUH KUALITAS PELAYANAN, KETEPATAN WAKTU DAN COSTUMER EXPERIENCE TERHADAP KEPUASAN PENUMPANG KERETA API KALIJAGA JURUSAN SEMARANG-SOLO”. SKRIPSI.
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Abstract
Along with the development of the times, the process of transportation as a means of transportation has progressed. All this has been going on since the development reforms were rolled out and the need for mass and cheap transportation modes. As a mass transportation, which is capable of carrying large numbers of passengers and goods cheaply. trains become one ofthe alternative land transportation .. This study aims to determine the effect of service quality, timeliness and customer experience partially on the satisfaction of Kai Kalijaga consumers in the city of Semarang. The population in this study were users of PT Daop 4 transportation services in Semarang City with a sample of 100 respondents. The sampling technique used was non propability samling with a type of sampling that is quota sampling. The method of analysis used was descriptive analysis and quantitative analysis. The data were analyzed by using a linear regression analysis with the help of Software Statistics Package For Social Science (SSPS). The results of this study indicate that the variable quality of service, timeliness and customer experience. partially and simultaneously influence the satisfaction of Kai Kalijaga consumers in the city of Semarang. The results of multiple linear regression analysis obtained the equation Y = 0.596 + 0.359X1 + 0.041X2 + 0.504X3 + µ From the regression equation, it can be seen that the most dominant variable affecting consumer satisfaction is the customer experience varable with a regression coefficient of 0.504. With the R2 (R Square) test the results are 0.545 or 54.5%, which means that the satisfaction of Kai Kalijaga consumers in Semarang is influenced by variable service quality, timeliness, customer experience, which is equal to 54.5% and other factors that influence customer satisfaction Kai Kalijaga in Semarang City is 45.5%. Keywords :The company’s online, tangible, empathy, responsiveness, assurance, and customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM : 1516.04.036 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Nov 2019 04:35 |
| Last Modified: | 21 Nov 2019 04:35 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/170 |
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