ANALISIS HARAPAN, PERSEPSI DAN KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN JASA KERETA API KEDUNG SEPUR JURUSAN SEMARANG-NGROMBO ( Studi Pada PT. Kereta Api Indonesia (Persero) DAOP IV Semarang )

TRI, WALUYO (2019) ANALISIS HARAPAN, PERSEPSI DAN KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN JASA KERETA API KEDUNG SEPUR JURUSAN SEMARANG-NGROMBO ( Studi Pada PT. Kereta Api Indonesia (Persero) DAOP IV Semarang ). SKRIPSI.

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Abstract

Service quality is influenced by several factors such as expected, perceived and passenger satisfication. All three have an important role in improving service quality. The purpose of this study was to determine whether there is influence of expected, percieved dan passenger satisfication to service quality of Kedung Sepur train either partially or simultaneously. In this study, the population is Kedung Sepur passenger numbering 100 people. In this study is expected to obtain a result which illustrates that service quality is influenced by expected, perceived and passenger satisfication. Based on the analysis with SPSS statistical tools Ver 22.0, obtained equation of multiple regression model research is Y = 0,538 + 0,268.X1 + 0,374.X2 + 0,283.X3 + μ The results of multiple linear regression equation shows that there is a positive and significant influence between the expected on service quality (t = 2.781> t table = 1.9849), percieved on service quality (t = 3.328> t table = 1.9849 ), passenger satisfication on service quality (t = 2,813> t table = 1.9849). Simultaneously the influence of expected, perceived and passenger satisfication together have the effect of 46,935 F count> F table 2,70. The influence of these four variables is very strong with a coefficient of determination (R ajusted Square) obtained for 77.1% of the performance of employees and 22.9% are influenced by variables that were not detected in this study. Keywords: expected, perceived, passenger satisfication and Service Quality. .

Item Type: Article
Additional Information: 1301.12.106
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 20 Jan 2020 02:07
Last Modified: 20 Jan 2020 02:07
URI: http://repository.stimart-amni.ac.id/id/eprint/449

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