ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN, FASILITAS, DAN TARIF ANGKUTAN UMUM TERHADAP KEPUASAN PENUMPANG ( STUDI KASUS PADA BUS TRANS BATAM)

SUHENDRA, PUTRA (2020) ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN, FASILITAS, DAN TARIF ANGKUTAN UMUM TERHADAP KEPUASAN PENUMPANG ( STUDI KASUS PADA BUS TRANS BATAM). SKRIPSI.

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Abstract

Passenger satisfaction is influenced by several factors, including service quality, facilities, and rates. All three have an important role in increasing passenger satisfaction. The purpose of this study is to determine whether there is an influence of service quality factors, facilities, and tariffs on Trans Batam Bus passenger satisfaction either partially or simultaneously. In this study, the population was Trans Batam Bus passengers, amounting to 100 people. In this study, it is hoped that a result will be obtained which illustrates that passenger satisfaction is influenced by factors of service quality, facilities and tariffs. Based on the results of the analysis with the statistical tool SPSS Ver 21.0, the research multiple regression model equation is obtained Y = - 0,979 + 0,349.X1 + 0,452.X2 + 0,267.X3 The results of the multiple linear regression equation show that there is a positive and significant influence between service quality factors on passenger satisfaction (t count = 7.317> t table = 1.984), facilities on passenger satisfaction (t count = 2.668> t table = 1.984), tariffs on passenger satisfaction (t count = 2.602> t table = 1.984). Simultaneously, the influence of service quality factors, facilities, and tariffs together has an effect of F count 37.505> F table 3.09. The influence of these three variables is very strong with the coefficient of determination (Ajusted R Square) obtained at 54% on passenger satisfaction and 46% is influenced by variables that are not detected in this study. Keywords: Service Quality Factors, Facilities, Rates and Passenger Satisfaction.

Item Type: Article
Additional Information: 1501.14.115
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 05 Apr 2021 04:27
Last Modified: 05 Apr 2021 04:27
URI: http://repository.unimar-amni.ac.id/id/eprint/3329

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