YUSUF PUTRO, ROHMANTO (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA PT GARUDA INDONESIA (PERSERO) CABANG YOGYAKARTA. SKRIPSI.
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Abstract
Customer satisfaction is the level of feeling in which a person expresses the results of the comparison of the performance of the product or service received and the expected satisfaction is a function of perception or impression of performance and expectations, if performance is below expectations, customers are not satisfied. If performance meets expectations, customers are satisfied. If performance exceeds expectations then the customer is very satisfied or happy. The purpose of this study is to analyze factors - factors that affect customer satisfaction at PT. Garuda Indonesia Branch of Yogyakarta. So it can be arranged for the problem. From the identification of service quality problems, facilities, price perception, and corporate image is very influential on customer satisfaction at PT. Garuda Indonesia Branch of Yogyakarta. In this study the sample is passenger PT. Garuda Indonesia Branch Yogyakarta amounted to 100 respondents. Variable in this research consist of: independent variable that is service quality (X1), facility (X2), ticket price (X3), and company image (X4) and dependent variable that is customer satisfaction (Y). Data collection method used is questionnaire method (questionnaire). Analysis result with statistical tool Product SPSS (Statistical Product And Service Solutions) Ver 22.0 obtained by multiple linear regression equation is: Y = 1,657 + 0,289 X1 + 0,299 X2 + 0,233 X3 + 0,219 X4 + μ The result of multiple linear regression equation shows that there is positive influence and significance of service quality to customer satisfaction (thitung = 3,028> ttabel = 1,985), facility to customer satisfaction (tcount = 3,069> ttabel = 1,985), ticket price to customer satisfaction (thitung = 3,118> ttabel = 1,985), corporate image to customer satisfaction (t count = 3,018> ttabel = 1,985) individually and simultaneously influence of service quality, facility, ticket price, and company image together have influence equal to 29,560> ftable 2, 47. The influence of the four research variables is very strong with the value of determination coefficient (R2) obtained by 53.6% to customer satisfaction and 46.4% influenced by undetectable variables in this study. Keywords: Quality of service, facilities, ticket price, corporate image, and customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1401.13.117 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 02:03 |
| Last Modified: | 20 Jan 2020 02:03 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/402 |
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