ISSAC, KURNIAWAN ADI PRASETYO (2020) ANALISIS FAKTOR CUSTOMER EXPERIENCE,CUSTOMER TRUST,DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER ENGAGEMENT PADA PELANGGAN KERETA API AMBARAWA EKSPRES (Studi Pada Stasiun Ngrombo-Purwodadi). SKRIPSI.
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Abstract
Customer engagement to Ambarawa Ekspress train passengers at Ngrombo Purwodadi station is influenced by several factors including customer experience, customer trust, and customer satisfaction. Of the three have an important role in increasing customer engagement with satisfactory results. The purpose of this study was to analyze the effect of customer experience, customer trust, and customer satisfaction on customer engagement to Ambarawa Ekspress train passengers at Ngrombo Purwodadi station. The population in this study were 111,599 passengers of the Ambarawa Ekpress train. Based on this population, 100 respondents were taken who focused on AC economy class passengers with non-probability sampling or incidental sampling techniques. Data collection in this study used observation, interviews, literature study, questionnaires, and documentation. The analytical method used is SPSS IBM statistic 25. The results of this study indicate that customer experience has a positive and significant effect on customer engagement with a t value of 3.720 with a significance value of 0.001 <0.05, customer trust has a positive and significant effect on customer engagement with a t value of 2.913 with a significance value of 0.002 <0.05. , and customer satisfaction has a positive and significant effect on customer engagement with a t value of 9.057 with a significance value of 0.000 <0.05. The conclusion of this research is that customer experience, customer trust, and customer satisfaction can increase customer engagement. Suggestions for the management of the Ambarawa Ekspres train are that it can improve the quality of service so that passengers have a good experience, the train is expected to add insurance for passenger luggage, and always routinely check existing facilities. Keywords: Customer Experience, Customer Trust, Customer Satisfaction, and Customer Engagement
| Item Type: | Article |
|---|---|
| Additional Information: | 16.17.04.084 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 19 Jan 2021 04:28 |
| Last Modified: | 19 Jan 2021 04:28 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3159 |
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