JOKO, SUSILO WIBOWO (2019) PENGARUH KUALITAS PELAYANAN, HARGA, DAN FASILITAS PENDUKUNG TERHADAP KEPUASAN PELANGGAN DI ANGKUTAN UMUM TRANGKIL-PATI. SKRIPSI.
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Abstract
This research is based on the facts in the field that customers on public transportation trangkil-pati feel less satisfied, customer satisfaction is a very complex problem that is triggered by various influencing factors such as poor service quality, less affordable prices and less modern supporting facilities. This study aims to determine the effect of service quality, price and supporting facilities on customer satisfaction on public transportation triangles. Poor service quality on customers has a major influence on customer satisfaction so that it can make customers leave or use other services, prices also have a large influence on customer satisfaction if prices do not match what customers get can make customers use other services that are more appropriate with what is desired and supporting facilities also have a very large influence on the customer if the service used cannot provide the facilities needed by the customer, the customer can use other transportation services that provide the required facilities. The population used in this study uses from the 2018 report from the months from January to December more passengers of the tri-strait public transport more during the quarter in the month (August, September and October). The sample in this study were 100 respondents and the technique used was non-probability sampling technique with incidental sampling. Questions were given using a questionnaire consisting of closed questions and open questions. Respondents' answers to closed questions and open questions. Respondents' answers to closed questions about the variables studied in this study were then analyzed through SPSS version 22.0 to get the multiple regression equation of the research model Y = 0.544 - 0.339 X1 + 0.135 X2 + 0.029 X3 + µ and the t test results obtained t count (-1.447) <t table (1,984) which means H1 is rejected. Keywords : Service Quality, Price, Supporting Facilities, Customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1516.04.058 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 06 Jan 2020 03:33 |
| Last Modified: | 06 Jan 2020 03:33 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/351 |
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