WAHYU, RIZQI SARI (2019) PENGARUH NILAI PELANGGAN, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN PADA KA MENOREH JURUSAN SEMARANG TAWANG-PASAR SENEN JAKARTA. SKRIPSI.
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Abstract
In this study analyzed four research variables Customer Value, Service Quality and Facilities, as independent variables that influence the dependent variable, namely Railway Customer Satisfaction. Problem formulation, research objectives and hypotheses in this study were to analyze, positive and significant individual effects between the independent variables namely Customer Value, Service Quality and Facilities on the dependent variable, namely Railway Customer Satisfaction. In this study, the object taken was Menoreh railroad passenger, Semarang-Jakarta Department. Data sources include primary and secondary data. The sample in this study were 100 respondents, who were passengers of the Menoreh train majoring in Semarang Tawang-Pasar Senen Jakarta. The data analysis technique is, multiple linear regression techniques and with SPSS 22.0 statistical tools, based on the results of research and data analysis resulting in the regression equation: Y = 0,153 + 0,198X1 + 0,147X2 + 0,367X3 + 0,287X4 + µ The results of multiple linear regression equations show that there is a positive and significant partial effect between Customer Value on Customer Satisfaction (t count = 2.073> t table = 1.984). Service Quality for Railway Customer Satisfaction (t count = 8.687> t table = 1.984). Facilities for Railway Customer Satisfaction (t count = 2.713> t table = 1.984). While the coefficient of determination gets a value of R square of 0.528, thus 54.1% of customer satisfaction is explained by 3 variables, while the remaining 45.9% is the influence of other variables not included in this study. Based on the analysis carried out, it was concluded that Service Quality was in the first rank, of the three variables that influenced the variable Menoreh Railway Customer Satisfaction in Semarang Tawang-Pasar Senen department in Jakarta. Then the difference in the frequency of Menoreh train customer travel caused by differences in sex, age, occupation and income. Keywords : Customer Value, Service Quality and Facilities for Railway Customer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1516.04.124 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Nov 2019 05:12 |
| Last Modified: | 21 Nov 2019 05:12 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/176 |
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