PENGARUH KUALITAS PELAYANAN, HARGA TIKET, DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN KERETA API ARGO SINDORO RELASI SEMARANG – JAKARTA (Studi Kasus Pada PT KAI (PERSERO) DAOP 4 Semarang)

MAYA, NURHALISA (2019) PENGARUH KUALITAS PELAYANAN, HARGA TIKET, DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN KERETA API ARGO SINDORO RELASI SEMARANG – JAKARTA (Studi Kasus Pada PT KAI (PERSERO) DAOP 4 Semarang). SKRIPSI.

[img] Text
BAB 1.pdf
Download (409kB)
[img] Text
BAB 2.pdf
Download (790kB)

Abstract

Customer satisfaction is the level of one’s feelings after comparing performance (or results) that is felt compared to his expectations. purpose of research is to analyze influence between independent variable that is quality of service, ticket prices, abd timeliness to dependent variable that is customer satisfaction. in this reasearch object taken is udriver (customers) which passes argo sindoro train relation semarang- jakarta. data sources include primary and secondary data. the sample in this research is 100 respondents which passes argo sindoro train relation semarang- jakarta. the technique used is a non – probability sampling technique with purposive insidential, which is a technique of determining the sample with certain considerations (the person chosen sample determination technique by chance. data analysis technique is doubled linear regression technique. based on the result of research and multiple analysis: Y=0,544-0,339XI+0,135X2+0,029X3+µ the result of multiple linear regression equation shows that there is partially positive effect between quality of serviceon customer satisfaction (t count-1,474 > t able1,985), ticket prices on customer satisfaction ( t count 2,632 > t able 1,985), timeliness on customer satisfaction ( t count 2,134 > t able 1,985). as for the value adjusted R2 = 0,595 this means that 67,9% of the dependent variable variation (Y) is customer satisfaction can be explained or caused by independent vari8ables is quality of service (X1), ticket prices (X2) nad timeliness (X3). While the remaining (100% - 59,5%= 40,5%)explaned by other causes beyond the variables studied. keywords: customer satisfaction, ticket prices, timeliness, customer value

Item Type: Article
Additional Information: NIM. 1516.04.069
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/214

Actions (login required)

View Item View Item