DODI, ATHALLA ASTIANTO PAMUNGKAS (2024) ANALISIS FAKTOR KUALITAS PELAYANAN, KEPERCAYAAN, KEMUDAHAN AKSES DAN PROMOSI TERHADAP KEPUASAN PENUMPANG BUS KOTA SURABAYA (Studi Bus Trans Semanggi Kota Surabaya). SKRIPSI.
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Abstract
This research was prompted by the increasing needs of society, including in the transportation sector. Economic progress drives the very rapid growth of transportation service sector. This condition demands transportation service providers to fulfill the needs and expectations of passengers. Many factors of facilities and service quality provided when the bus operates can potentially lower passenger satisfaction levels, rendering the services offered less than optimal. Factors like these during operations are highly likely to decrease passenger satisfaction levels, resulting in less than maximum service delivery. The objective of this study is to identify what factors influence passenger satisfaction levels, so that the quality of public transportation services can continually be improved to meet passenger needs. As the economy grows, demand for transportation from the public rises accordingly. It is important to understand the key determinants of passenger satisfaction in order to consistently enhance service quality standards in line with economic development and increasing public transportation needs. This study examined factors influencing passenger satisfaction with Trans Semanggi bus services in Surabaya, Indonesia. The factors analyzed were service quality, trust, access, and promotions. These were hypothesized to impact passenger satisfaction. Data was analyzed using descriptive analysis, quantitative analysis and multiple linear regression in SPSS 26. The regression results showed service quality, trust, access and promotions positively and significantly influenced passenger satisfaction partially. Service quality did not significantly impact port user satisfaction. Based on the multiple linear regression equation developed, the key factors above influenced passenger satisfaction levels. However, service quality did not significantly impact port user satisfaction. In short, this study analyzed how service quality, trust, access and promotions contributed to passenger satisfaction with Trans Semanggi buses in Surabaya. The regression model found these factors positively influenced satisfaction except for service quality on port users. Y = -0,985 + 0,314X1 + 0,267X2 + 0,331X3 + 0,153X4 + μ Passenger satisfaction would be 0985 if there are no increases in service quality trust access and promotions The regression coefficients represent the change in passenger satisfaction relating to a one unit increase in the independent variables Service quality coefficient 0314 Trust coefficient 0267 Access coefficient 0331 Promotions coefficient 0153 Adjusted Rsquared of 0537 means the four independent variables explain 537% of variations in passenger satisfaction on Trans Semanggi buses The regression coefficients quantify the effect of changes in each independent variable service quality trust access promotions on the dependent variable passenger satisfaction In short the regression model found specific increases in service quality trust access and promotions linked to changes in passenger satisfaction levels on Trans Semanggi buses with the four variables explaining over half the variability. Keywords: passenger satisfaction, Service Quality, Trust, ease of access, promotio
| Item Type: | Article |
|---|---|
| Additional Information: | 202104062 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 23 Oct 2024 02:03 |
| Last Modified: | 23 Oct 2024 02:03 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6328 |
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