VIRA, PUTRI CAHYANI (2024) ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG KERETA API DALAM PEMBELIAN TIKET ONLINE MELALUI ACCESS BY KAI. (Studi Pada PT. KAI DAOP 8 Surabaya). SKRIPSI.
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Abstract
Access By KAI is an application created by PT. Kereta Api Indonesia with the aim of making it easier for its customers to purchase tickets or cancel train tickets online. This research aims to analyze the influence of the independent variables (system quality, price, service quality and level of trust) on the dependent variable (user satisfaction). With a population of all users of the Access by KAI application and a sample of 100 respondents was taken. With a non-probability sampling technique, incidental sampling type, data collection uses questionnaires, the data analysis technique used is multiple regression analysis techniques including validity testing, reliability testing, classical assumption testing, and hypothesis testing. Based on this analysis, the following regression equation is obtained: Y = - 4,498 + 0,156X1 + 0,412 X2 + 0,499 X3 + 0,243 X4 + μ. Hypothesis testing using the t test shows that the four independent variables, namely system quality (X1), price (X2), service quality (X3), level of satisfaction (X4) under study are proven to have a positive and significant effect on the dependent variable, namely user satisfaction. In the coefficient of determination (R Square) test, the Adjust R square value is 0’664 (Adjusted R=0,664x100%). This means that 66,4% of the dependent variable (User satisfaction) is influenced by the independent variables (system quality, price, service quality, Confidence level). Meanwhile, the remainder (100%-66,4%=33,6%) is explained by other causes outside the variable model that were not studied. Thus, the research results show that system quality, price, service quality and level of trust have a positive and significant effect on user satisfaction of the Access by KAI application at DAOP 8 Surabaya. Keywords : system quality, price, service quality, level of trust user satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202104181 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 19 Jun 2024 07:30 |
| Last Modified: | 19 Jun 2024 07:30 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5939 |
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