AMRU, AL FARIZQI GIRIANTO (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP PENGGUNAAN JASA TRANSPORTASI (Studi Pada Pengguna Bus PO Dedy Jaya Brebes). SKRIPSI.
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Abstract
This study aims to determine whether the quality of service, rates, facilities, and value of the product affects customer satisfaction in using the bus transportation services Dedy Jaya Brebes to Jakarta. The population used in this study are all passengers who had used the bus PO Dedy Jaya Jakarta purposes. The sample used in this study of 100 respondents and the technique used is the technique of Non-probability sampling with accidental sampling approach (sampling by coincidence). The analytical method used is quantitative analysis is multiple regression analysis include: validity and reliability, classical assumption, hypothesis testing through t test and f, as well as the coefficient of determination (R2). Based on this analysis, regression equation as follows: Y = 2,437 + 0,246 X1 + 0,266 X2 + 0,199 X3 + 0,149 X4 + µ Where the customer satisfaction variable (Y), the variable quality of service (X1), variable rates (X2), variable facilities (X3), and the variable value of the product (X4). Correlation coefficient in this study of 0,747 where the value of the relationship between independent variables and the dependent variable is equal to 74.7%. Hypothesis testing using t test showed that the four independent variables are the quality of service (X1), rates (X2), facilities (X3), and the value of the product (X4) studied proved to be positively and significantly affect the dependent variable is customer satisfaction. Then the F test showed that the variables of service quality, rates, facilities , and value of the products together have a significant effect on customer satisfaction PO Dedy Jaya Brebes results count for 29.975 f > f table 2.47 with a significance level of 0.000. In the test the coefficient of determination (R Square) value of Adjusted R Square of 0.539 means that 53.9% of the variation dependent variable customer satisfaction can be explained by the independent variables of service quality, rates, facilities, and value of the product. While the remaining 46.1% is explained by other causes beyond the variables studied. Keywords: Quality of service, rates, facilities, product value, customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1301.12.014 |
| 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/663 |
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