DIAZY, YULIAN NURIL ISLAMI (2021) PENGARUH CITRA PERUSAHAAN, KUALITAS PELAYANAN, FASILITAS, DAN HARGA TERHADAP KEPUASAN PELANGGAN KERETA API (Studi Kasus Penumpang Kelas Eksekutif Kereta Api Argo Bromo Anggrek Jurusan Surabaya – Jakarta). SKRIPSI.
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Abstract
In the economic aspect, transportation has a very big influence. The train is an alternative transportation with relatively affordable costs, safety and security are preferred and the risk of accidents is less. This study aims to determine the effect of Company Image, Service Quality, Facilities, and Prices partially and simultaneously on Customer Satisfaction of the Argo Bromo Anggrek Train, Surabaya-Jakarta. The population in this study were taken from passengers of the Argo Bromo Anggrek Train and the sample used in this study were 100 respondents. The sampling technique used was non-probability sampling with the type of sampling, namely incidental sampling. The analytical method used in this research is descriptive analysis and quantitative analysis, then the data is analyzed using multiple linear regression with the help of (software) Statistic Package for Social Science (SPSS). Hypothesis test results show that the variables of Company Image, Service Quality, Facilities, and Prices have partial and simultaneous influence on Customer Satisfaction of KAI Argo Bromo Anggrek. The results of multiple linear regression analysis obtained Y = -3.933 + 0.357X1 + 0.138X2 + 0.234X3 + 0.336X4 + µ. From this equation, it is known that the most dominant variable influencing customer satisfaction is the corporate image variable with a regression coefficient of 0.357. The R2 (R square) test results in a result of 0.600 or 60%, which means that customer satisfaction at KAI Argo Bromo Anggrek is influenced by the variables of Corporate Image, Service Quality, Facilities, and Price, which is 60% and other factors that affect Customer Satisfaction at KAIArgo Bromo Anggrel. that is, 40%. Keywords : Corporate Image, Service Quality, Facilities, Prices, and Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 151604034 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Oct 2021 03:03 |
| Last Modified: | 22 Oct 2021 03:03 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3870 |
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