ANALISIS KUALITAS LAYANAN, FASILITAS DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN JALAN TOL SEMARANG-SALATIGA (Studi Kasus PT. Trans Marga Jateng)

GALUH, SUASTI DEWANTARI (2018) ANALISIS KUALITAS LAYANAN, FASILITAS DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN JALAN TOL SEMARANG-SALATIGA (Studi Kasus PT. Trans Marga Jateng). SKRIPSI.

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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 and hypothesis in this research is to analyze influence between independent variable that is quality of service, facilities and customer value to dependent variable that is customer satisfaction. In this research object taken is udriver (customers) which passes throught toll road segment Semarang-Salatiga. Data sources include primary and secondary data. The sample in this research is 100 respondents which is toll road customers Semarang-Salatiga. 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 = -0,087 + 0,201X1+0,334X2+0,382X3+µ The result of multiple linear regression equation shows that there is partially positive effect between quality of service on customer satisfaction (t count 2,471 > t table 1,984), facilities on customer satisfaction (t count 3,299 > t table 1,984), customer value on customer satisfaction (t count 4,079 > t table 1,984). As for the value Adjusted R2 = 0,679 this means that 67,9% of the dependent variable variation (Y) is customer satisfaction can be explained or caused by independent variables is quality of service (X1), facilities (X2) and customer value (X3). While the remaining 100% - 67,9% = 32,1%, explaned by other causes beyond the variables studied. Keywords : Customer Satisfaction, Quality Of Service, Facilities, Customer Value

Item Type:	Article
Additional Information:	NIM : 1501.14.057
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	25 Nov 2019 08:21
Last Modified:	25 Nov 2019 08:21
URI:	http://repository.stimart-amni.ac.id/id/eprint/277

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