DIAN ARDANINGGAR, ARDANINGGAR (2019) ANALISIS PENGARUH HARGA, NILAI PELANGGAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JALAN TOL SEMARANG-SALATIGA. SKRIPSI.
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Abstract
Toll road is a freeway that requires road users to pay a fixed amount of money in order to be able to pass through the toll road. The purpose of making toll roads is to provide safety, security and efficiency services for drivers. With the existence of Toll Road, transportation activities are faster, safer and more convenient. The purpose of this study was to determine the effect of price, customer value and service quality either partially and simultaneously on the customer satisfaction. The population in this study is the driver (user) who passes the Semarang-Salatiga toll road. with sample of 100 respondents. The sampling technique used is nonpropability sampling with the type of sampling is sampling insidental. The analytical method used is descriptive analysis and quantitative analysis, the data is analyzed by using linear regression analysis with the help (software) of SSPS version 25. The results of this study indicate that the variable price, customer value and service quality partially and simultaneously affect the customer satisfaction. The Results of multiple linear regression analysis obtained equation Y = -0,087 + 0,222 X1 + 0,368 X2 + 0,388 X3 + μ. From the regression equation it can be seen that the most dominant variable affecting on customer satisfaction is the service quality variable of 0.388. And test R2 (R Square) obtained results of 0.679 which means that customer satisfaction at PT. Trans Marga Jateng is influenced by price, customer value and service quality that is 67,9% and other factors influencing customer satisfaction at PT. Trans Marga Jateng is 32.1%. Keywords : Toll Road, Price, Customer Value, Service Quality, Customer Satisfaction
| Item Type: | Article |
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| Additional Information: | NRP. 1516.04.033 |
| 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/212 |
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