ANALISIS FAKTOR KUALITAS PELAYANAN, HARGA TIKET DAN FASILITAS TERHADAP KEPUASAN PENUMPANG KM. EXPRESS BAHARI 9C DI PELABUHAN PENYEBERANGAN JEPARA

WIDYA, MAITA NIOLA (2019) ANALISIS FAKTOR KUALITAS PELAYANAN, HARGA TIKET DAN FASILITAS TERHADAP KEPUASAN PENUMPANG KM. EXPRESS BAHARI 9C DI PELABUHAN PENYEBERANGAN JEPARA. SKRIPSI.

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Abstract

In the world of business competition, satisfying passenger needs is very important in companies engaged in services, so that these passengers remain loyal and not turn to competitors. Therefore KM. Express Maritime 9c is committed to continuously innovating to improve services that passengers can enjoy. However, the service provided is not always in accordance with what is expected by each passenger, because each passenger has a different perception of expectations. For this reason, it is necessary to measure the level of satisfaction of KM. Maritime Express 9c related to service quality, ticket prices, and facilities. This study aims to determine the effect of service, ticket prices, and facilities on KM passenger satisfaction. Maritime Express 9c. This study also aims to analyze the most dominant factors affecting the satisfaction of KM passengers. Maritime Express 9c. this research was conducted by questionnaire method on 100 KM respondents. Maritime Express 9c. Regression analysis techniques in this study are as follows: Y = 1,444 + 0,082X1 - 0,449X2 + 0,321X3 + µ The results of multiple regression studies indicate that there is a partial positive effect on service quality on passenger satisfaction (tcount 2.071> ttable 1.98472), ticket prices on passenger satisfaction (tcount -5.490> ttable 1.98472), and facilities for passenger satisfaction (tcount 4.363 > ttable 1.98472) the influence of the three research variables is very strong with the correlation value adjusted R2 = 0.501. Keywords: Service Quality, Ticket Prices, Facilities, and Passenger Satisfaction

Item Type: Article
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 18 Nov 2019 06:42
Last Modified: 18 Nov 2019 06:42
URI: http://repository.stimart-amni.ac.id/id/eprint/94

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