ABDUR, ROHIM (2022) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN TERHADAP PENGGUNA JASA BRT TRANS METRO PEKANBARU (studi pada penumpang BRT Pekanbaru ). SKRIPSI.
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Abstract
The purpose of this study was to determine whether or not the influence of payment methods, service quality and time efficiency on customer interest in using BRT Trans Metro Pekanbaru services. The sample in this study amounted to 100 respondents from BRT Trans Metro Pekanbaru customers, using a non-probability sampling technique, namely purposive sampling. Analysis of the data used in this study is descriptive analysis and quantitative analysis, the data were analyzed using multiple linear regression analysis with the help of (software) Statistical Package For Social Science (SPSS) version 20. The results of the study by partially testing the t-test hypothesis showed that payment methods, service quality and time efficiency on customer satisfaction for BRT Trans Metro Pekanbaru users had a positive and significant effect on customer satisfaction. Based on the research results, it can be seen that the research model of the multiple linear regression equation is Y = 1.449 + 0.502 X1, + 0.323 X2 + 0.282 X3 + . From the regression equation, it can be seen that the most dominant variable affecting the increase in the number of passengers is the Payment Method variable with a regression coefficient of 0.502. And the R2 (R Square) test obtained results of 0.638 or 63.8% which means that customer interest is influenced by the variables of payment methods, service quality and time efficiency which is 63.8% and other factors that affect customer satisfaction are 37.3 % or 0.373. Keywords : Service Quality, Payment Method, Time Efficient, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202304001 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 13 Jan 2023 07:58 |
| Last Modified: | 13 Jan 2023 07:58 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4701 |
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