MUHAMMAD, SEPTIAN PUTERA (2021) ANALISIS FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DALAM MENGGUNAKAN MV. OCEANNA “(Studi Kasus Trayek Tg. Balai Karimun – Batam).”. SKRIPSI.
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Abstract
In the world of business competition, satisfying the needs of passengers is very important in companies engaged in services, so that these passengers remain loyal and do not turn to competitors. Therefore, PT Ocean Baruna Jaya is committed to continue to innovate to improve crossing services that can be enjoyed by passengers. However, the services provided are not always in accordance with what is expected by each passenger, because each passenger has a different perception of expectations. For this reason, it is necessary to measure the level of interest of MV passengers. Oceanna at PT Ocean Baruna jaya related to service quality, ticket prices and facilities. This study aims to determine the effect of service quality, ticket prices and facilities on the satisfaction level of MV passengers. Oceanna (Tg. Balai Karimun route – Batam). This study also aims to analyze the factors that have the most dominant influence on MV passenger satisfaction. Ocean. This research was conducted using a questionnaire method to 100 respondents from MV, Oceanna passengers. The analysis technique in this study uses multiple linear regression analysis. The regression formulation in this study is as follows: Y = 1,558 + 0,151X1 + 0,355X2 + 0,295X3 + µ The results of multiple regression research indicate that there is a partial positive effect on service quality on passenger satisfaction (tcount 3.854>ttable 1.98447), ticket prices on passenger interest (tcount 5.288>t table 1.98447) and facilities on passenger satisfaction (tcount 4.073>t table 1.98447). The influence of the three research variables is very strong with a correlation value of Adjusted R2 = 0.515. Namely 51.5% in influencing passenger satisfaction (Y). While other factors that affect passenger satisfaction are (100% - 51.5%) = 48.5% such as company image, timing and others. Keywords: service quality, ticket prices, facilities and passenger satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 171804174 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Oct 2021 03:04 |
| Last Modified: | 22 Oct 2021 03:04 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3879 |
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