MUCHAMAD, IBNU MAULUDIN (2021) PENGARUH KUALITAS PELAYANAN, FASILITAS DAN TARIF TERHADAP KEPUASAN KONSUMEN PADA BUS ANTAR KOTA DI KOTA BLITAR. SKRIPSI.
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Abstract
The progress of the global economy is currently encouraging the growth of the service sector to be more rapid. Many business opportunities have emerged in this sector, namely progress marked by increasing activity and the level of population mobility accompanied by an increasing number of available transportation options. The number of arrivals and departures from and through the Blitar City terminal in 2018-2019 has decreased. Where in 2018 the arrival of passengers at the Blitar City terminal amounted to 398,347 passengers, while in 2019 there were 363,388 passengers. Then for passenger departures through the Blitar City terminal in 2018 there were 413,688 passengers, while in 2019 there were 344,802 passengers. To find out and analyze the effect of service quality, facilities, fares on customer satisfaction on intercity buses in Blitar City. The analytical tool used in this study is multiple linear regression analysis using the SPSSdata processing tool (Statistical Product and Service Solution) version 24. The variables used are service quality (X1), facilities (X2), tariffs (X3), customer satisfaction (Y). The sampling method used is non- probability sampling with incidental sampling technique. The number of samples obtained as many as 100 respondents who are intercity bus passengers in Blitar City. And obtained the regression model Y= 4.294 + 0.375 X1 + 0.204 X2 + 0.148 X3 + . From the results of the t test, it is known that the variables that affect consumer satisfaction in using intercity bus transportation in Blitar City are the service quality variable (X1) and facilities (X2). While the tariff variable (X3) has no effect on consumer satisfaction (Y). From the test results, it is known that the regression coefficient is 68% and the remaining 32% of customer satisfaction is explained by other variables outside the variables studied in this study. The quality of service available today is very helpful and has provided comfort for users of bus transportation services, but the quality of service still needs to be improved to provide more comfort and satisfaction for its users. The currently available facilities are very helpful and provide convenience for users of intercity bus transportation services, but these facilities need to be improved again to provide comfort for their users. Prices are still relatively expensive compared to other modes of transportation, between tariffs and service suitability are still far from respondents' expectations. So the steps needed are to evaluate the amount of fare charged to passengers. There is a need for rejuvenation of the bus transport fleet. Keywords: Quality of Service, facilities, fares, customer satisfaction, intercity buses
| Item Type: | Article |
|---|---|
| Additional Information: | 171804159 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Oct 2021 03:04 |
| Last Modified: | 22 Oct 2021 03:04 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3876 |
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