ARDIKSA, LANGGENG NUGRAHA (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA TRANSPORTASI BUS EKSEKUTIF PO. AGRA MAS (Studi Kasus Penumpang Bus Eksekutif PO.Agra Mas rute Kudus – Jakarta). SKRIPSI.
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Abstract
This research was conducted at PO. Agra Mas. This study uses service quality, facilities, customer experience and brand image as independent variables, customer satisfaction as the dependent variable. The purpose of this study was to analyze the effect of service quality, facilities, customer experience and brand image on customer satisfaction at PO. Agra Mas. The sample used is PO bus executive passengers. Agra Mas where the number of samples set in this study were 100 respondents with the sampling technique in this study using a purposive technique. The analysis used includes validity test, reliability test, classic assumption test, linear regression analysis, hypothesis testing, partial test t, simultaneous testing f, coefficient of determination, and managerial implications. The results of analysis with statistical tools SPSS program (Product And Service Solutions statistics) ) Version 2.2 obtained a multiple linear regression equation Y = 0.877 + 0.205X1 + 0.193X2 + 0.208 X3 + 0.348X4 + µ. Multiple linear regression equation shows that there is a positive and significant influence between service quality on customer satisfaction (tcount 3,274> ttable1,98525), facilities to customer satisfaction (tcount 2,763>ttable1,98525), customer experience of customer satisfaction (tcount 3,030> ttable1, 98525), barnd image of customer satisfaction (tcount 3.558> ttable 1.98525), individually. And together (quality of service, facilities, customer experience and brand image) have a positive and significant effect on (customer satisfaction). The influence of the three research variables is very strong with the coefficient of determination (R2) obtained at 53.3% of customer satisfaction and 46.7% influenced by variables not detected in this study. Keywords : service quality,facilities ,customer experience, brand image, customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1516.04.017 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Nov 2019 08:51 |
| Last Modified: | 21 Nov 2019 08:51 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/192 |
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