ARVIN, DWI MEI PUTRA (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUI KEPUASAN PELANGGAN TERHADAP JASA TRANSPORTASI BUS PO. HARYANTO (jurusan Jakarta-Madura P-P). SKRIPSI.
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Abstract
In this study analyzed five variables of research service quality, facilities, price as independent variables that affect the dependent variable that is customer satisfaction. The purpose of the study is to analyze the positive and significant influence individually between the independent variables of service quality, facilities, price to the dependent variable is customer satisfaction. In this study the object taken is a passenger in the PO bus. Haryanto. Data sources include primary and secondary data. The sample in this research is 100 respondents who are passengers in the PO bus. Haryanto. Data analysis techniques are multiple linear regression techniques and with statistical tools SPSS 22.0, based on the results of research and analysis of data generated regression equation: Y = 1,139 + 0,466X1 + 0,244X2 + 0,282X3 + μ The result of multiple linear regression equation shows that there is a positive and significant influence partially between service quality to customer satisfaction (t count = 6,251> t table = 1,98552), facility to customer satisfaction (t count = 3,495> t table = 1, 98552), price to customer satisfaction (t count = 4.118> t table = 1.98552) while the coefficient of determination to get the value of R square of 0.733 thus 27.7% customer satisfaction is explained by the 3 variables, while the remaining 73.3% The influence of other variables not included in this study. Keywords: Service Quality, Facilities, Price.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1401.13.026 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Nov 2019 03:41 |
| Last Modified: | 22 Nov 2019 03:41 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/207 |
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