AZIZ, WIRANDA (2021) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN TERHADAP PENGGUNA JASA BRT TRANS SEMARANG DI MASA PANDEMI COVID-19. SKRIPSI.
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Abstract
Thesis entitled “Factors Affecting Customer of Trans Semarang BRT Service Users during the Covid-19 Pandemic” written by Aziz Wiranda, NIM. 192214015, majoring in Transportation, Faculty Economics and Business, Unimar Amni Semarang. Customer satisfaction is a feeling that arises after getting or service from a company. This feeling arises because customers compare expectations about the product and services provided. Customer satisfaction comes from the fulfillment of expectations which is reflected by the level of importance and assessment of service performance by customers for services at BRT Trans Semarang. If customer needs are met and feel satisfied and tend to be loyal to the services provided. This study aims to analyze the factors that influence customer satisfaction as measured by price, service quality, and facilities on the satisfaction of users of BRT Trans Semaranf services. This study uses primary and secondsry data. Primary data was obtained by distributing questionnaires to respondents. Secondary data obtained from journals and books. The number of samples obtained is 100 respondents. Both statistical and descriptive analysis were used in this study. The method used in this research is quantitative. Sources of data used of primary data and measurements using a Likert Scale. The next stage of the questionnaire data was analyzed using the data instrument test, namely the validity and reability test, Classical Assumption Test and answering the problem formulation using Multiple Linear Regression Test. The result showed that the price variable had a negative effect on customer satisfaction, the service quality variable had a negative effevt on customer satisfaction and the facility variable had a positive effect on customer satisfaction. While the test results simultaneously show that the price, quality of service and facilities simultaneously affect customer satisfaction. This show that BRT Trans Semarang should provide better services related to the variables in this study and respond to existing customer complaints. Keywords: Price, quality of service, facilities and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 192214015 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 16 Aug 2021 04:25 |
| Last Modified: | 16 Aug 2021 04:25 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3556 |
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