YOSEP, FABIANUS ERNEST JANJAAN (2021) ANALISIS FAKTOR KUALITAS PELAYANAN, FASILITAS, HARGA, DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN BUS PO. EFISIENSI JURUSAN SEMARANG – CILACAP. SKRIPSI.
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Abstract
In the current era of globalization, especially in Indonesia, the dense population is accompanied by increasingly complex needs and various human activities in carrying out mobility, whether doing work, school, tourism, research or traveling. The importance of the role of transportation is certainly balanced with the active participation of the parties involved in it. Companies need to make efforts in order to maintain and improve customer satisfaction so that they do not switch to other modes of transportation. What can be done is by providing quality services that can support the company's activities to increase customer satisfaction by paying attention to service quality, facilities, price and timeliness so as to maintain customer stability. This study uses data collection methods in the form of observations carried out directly in the field, literature study, documentation and questionnaire methods. In this study, the author uses qualitative and quantitative data analysis, where the statistics found in the study are described or described as they are, then presented in the form of numbers which are then interpreted in a description. It shows that, based on empirical data (the results of filling out the questionnaire) and the results of multiple linear regression, it shows that the service quality variable (X1) does not have a positive effect on customer satisfaction, where the value of tcount is 1.837 < ttable 1.98525. The facility variable (X2) does not have a positive effect on customer satisfaction where the value of tcount is 1.203 < ttable 1.98525. The price variable (X3) does not have a positive effect on customer satisfaction and has a tcount value of 1.172 < ttable 1.98525. And the timeliness variable (X4) does not have a positive effect on customer satisfaction where the value of tcount is 1.743 < ttable 1.98525. Thus the results of this study indicate that there is a positive and significant influence between service quality, promotion, and price on buying interest Keywords: Quality of Service, Facilities, Price and Punctuality
| Item Type: | Article |
|---|---|
| Additional Information: | 192214069 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Oct 2021 04:19 |
| Last Modified: | 21 Oct 2021 04:19 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3822 |
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