Anas, Novita Ika Sari (2019) ANALISIS KUALITAS LAYANAN, KEAMANAN, DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN BRT TRANS SEMARANG. SKRIPSI.
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Abstract
The success of a company or government agency engaged in is if the services offered can be accepted by the user and the user can make the content in use (in this research institution in the field of land transport services). For companies or institutions engaged in service, in order to maintain the viability of the company's operations in order to grow and make a profit is an activity service or services. Service or service can be said to be successful if it can increase the volume or number of users. The research itself aimed to determine the extent of the influence of Quality of Service (X1), Passenger Security (X2), Perceived Value (X3), and Customer Satisfaction (Y) in BRT Trans Semarang. The formulation of the problem, research objectives and hypothesis in this study was to analyze the effect of a positive and significant correlation between independent variables are Quality of Service, Security Passenger, and Perceived Value on Customer Satisfaction dependent variable. In this study the object taken is the users of transport services BRT Trans Semarang represented by the users of transportation services BRT Trans Semarang more than once. Sources of data used are primary data and secondary data. Samples in this study were 100 respondents who are users of transport services BRT Trans Semarang more than one time, through the technique of sampling that nonprobability with purposive sampling method. Data analysis technique is the technique of linear regression. Based on the results of research and multiple linear regression analysis produced the equation: Y = 0752 + 0.190 X1 + 0.238 X2 + X3 + μ 0525. The results of multiple linear regression equation indicates that there is a positive and significant effect partially between the Quality of Service (X1) to Customer Satisfaction (Y) (t = 2,465> t table 1.98498), Passenger Security (X2) on the Customer Satisfaction (Y ) (t = 2,515> t table 1.98498), and Perceived Value (X3) against Customer Satisfaction (Y) (t = 5.419> t table 1.98498). The third influence of independent variables in the study are very strong on the dependent variable with a value of correlation R = 0.594, overall variable Quality of Service, Security Passenger, and having an Perceived Value on Customer Satisfaction 59.4% and 40.6% in affected by research variables undetectable bike this study. Keywords : Quality of Service, Security Passenger, Perceived Value, Customer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1703.14.014 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 04:50 |
| Last Modified: | 20 Jan 2020 04:50 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/661 |
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