IMANUEL, ZABATH LEBA BANI (2019) PENGARUH KUALITAS PELAYANAN MASKAPAI LOW COST CARRIER TERHADAP KEPUASAN PELANGGAN ( Studi Kasus PT.Citilink Indonesia Cabang Semarang ). SKRIPSI.
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Abstract
Transportation has a very important role and strategic to support and encourage all aspect of life. Air Transport is a mode of transportation that can connect areas with archipelago characteristic such as Indonesia in faster travel time. The new phenomenon that arises is the growth of airlines called Low Cost Carrier as well as that has hit the world of global aviation. Low Cost Carrier itself is a transportation service that serves the middle to lower segmentation by relying on a low tariff that is a unique flight model with the strategy of decreasing operating cost in all lines that resulted in ticket prices can be suppressed. Citilink is one of the new low cost carrier airline companies in Indonesia. To provide better service to passengers, airlines must be able to understand the needs and expectations of passengers. The formulation of the problems and hypotheses in this study is aims to examine the effect of variable tangible (X1), Responsiveness (X2), Reliability (X3) and Emphaty (X4) on the variabel Customer Satisfaction (Y). The respondents who used in this study are PT. Citilink Indonesia branch semarang’s passenger which have total 100 respondents. The data analysis is using regression model with using SPSS Version 22 programs. Based on empirical facts and the results of the research model that is multiple linear regression with use stastical tools SPSS Version 22, obtained the multiple linear equations on model of research as follows : Y= -1,214+ 0,276.X1 + 0,443.X2 + 0,336.X3 + 0,091.X4 + µ The result shows that tangible have positive and significant impact to the customer satisfaction ( t hitung= 3,798 > t tabel 1,9825), responsiveness have positive and significant impact to the customer satisfaction ( t hitung= 6,193 > t tabel 1,9825), reliability have positive and significant impact to the customer satisfaction ( t hitung= 4,909 > t tabel 1,9825) while emphaty doesn’t have positive and significant impact to the customer satisfaction (t hitung = 1,354 < t tabel 1,9825). Simultaneously, tangible, responsiveness, reliability and emphaty have positive and significant impact to the customer satisfaction. The output from variable tangible, responsiveness, reliability and emphaty have impact on customer satisfaction with ammount 56,3 % and the rest is 43,7 % is influenced by another factors like price, company image and etc. Keywords : Customer Satisfaction, Tangible, Responsiveness, Reliability, Emphaty.
| Item Type: | Article |
|---|---|
| Additional Information: | 1401.13.059 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 02:05 |
| Last Modified: | 20 Jan 2020 02:05 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/433 |
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