MOHAMAD, NASRUL GHUFRON ANDREANSAH (2020) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PENGGUNA JASA TRANSPORTASI KERETA API PROBOWANGI JURUSAN BANYUWANGI – SURABAYA. SKRIPSI.
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Abstract
In this study, five research variables were analyzed: reliability, responsiveness, empathy, assurance and tangible as independent variables that affect the dependent variable, namely the loyalty of the probowangi train service users. The formulation of the problem, research objectives and hypotheses in this study are to analyze the positive and significant influence individually between the independent variables, namely reliability, responsiveness, empathy assurance and tangible of the dependent variable, namely the loyalty of the probowangi train service users. In this study, the objects taken were passengers of the Probowangi Train, Banyuwangi - Surabaya Department. Data sources include primary and secondary data. The sample in this study were 100 respondents who were passengers of the Probowangi Train, Banyuwangi - Surabaya Department. The data analysis technique is multiple linear regression techniques and with statistical tools SPSS 25.0, based on the results of research and data analysis, the regression equation is generated: Y = 0.864 + 0.196X1 + 0.147X2 + 0.365X3 + 0.290X4 + 0.250X5 + µ The results of the multiple linear regression equation show that there is a positive and partially significant influence between reliability on the loyalty of railroad service users (t = 2.576> t table = 1.98552), responsiveness to the loyalty of railroad service users (t = 2.429 > t table = 1.98552), empathy to the loyalty of railroad service users (t count = 4.323> t table = 1.98552), assurance of the loyalty of railroad service users (t count = 3,450> t table = 1.98552) and tangible of the loyalty of train service users (t count = 2.504> t table = 1.98552) while the coefficient of determination gets an R square value of 0.524 thus 52.4% interest in buying train tickets is explained by these 5 variables, while the remaining 47, 6% is the influence of other variables not included in this study. Keywords: Reliability, Responsiveness, Empathy, Assurance and Tangible of Loyalty of Railway Service Users.
| Item Type: | Article |
|---|---|
| Additional Information: | 16.1704.102 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 04 Mar 2021 04:01 |
| Last Modified: | 04 Mar 2021 04:01 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3210 |
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