DEDE, ALI IMRON (2024) ANALISIS PENGARUH SERVICE QUALITY, CUSTOMER EXPERIENCE, DAN TRUST TERHADAP PENGGUNAAN ULANG JASA KERETA API DAOP IV (Studi Pada Pengguna Kereta Api Kelas Ekonomi di Stasiun Semarang Poncol). SKRIPSI.
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Abstract
The purpose of this study is to find out whether or not there is an influence of service quality, customer experience, and trust variables on the reuse of DAOP IV Train services (Study on Economy Class Train Users at Semarang Poncol Station). The population used in this study is all economy class train transportation service users at Semarang Poncol Station during February 2024 which totals 93,016 population, and the sample used in this study is 100 respondents who use train transportation services, using a nonprobability sampling technique with the method used is purposive sampling with the special characteristics of respondents aged 18-50 years, respondents have used or have used economy class train transportation services at Semarang Poncol Station. Data analysis The data analysis used in this study is descriptive analysis and quantitative analysis. Based on the results of the study, it can be seen that the research model of the multiple linear regression equation is Y= -2,475 + 0,482.X1 +0,227.X2 + 0,348.X3 + μ. The results of the study with partial testing of the t-test hypothesis showed that the variables of service quality, customer experience, and trust had a positive and significant effect on reuse. The results showed that the service quality variable was 0,482 (X1), the customer experience variable was 0,227 (X2), while the trust variable was 0,348 (X3). The results of the regression equation can be seen that the dominant variable that affects reuse is service quality with a regression coefficient of 0,482. The determinant coefficient test obtained a result of 0,452 (45.2%) in influencing reuse, while other variables that affect reuse but were not included in the research model were (100%-45,2%)= 54,8%. Keywords: Service Quality, Customer Service, Trust, and reuse.
| Item Type: | Article |
|---|---|
| Additional Information: | 202104055 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 05 Aug 2024 06:25 |
| Last Modified: | 05 Aug 2024 06:25 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6121 |
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