Muhamad, Audy Ramadani (2022) PENGARUH KUALITAS PELAYANAN, FASILITAS DAN E-TICKETING TERHADAP KEPUASAN PENGGUNA JASA KERETA API (Studi Kasus Pada Kereta Api Harina Jurusan Semarang- Bandung). SKRIPSI.
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Abstract
This research is motivated by the development of the world of transportation and the sophistication of technology that causes people to tend to choose fast and affordable transportation. Recognizing the role of land transportation, especially services on the train, must be balanced with the level of need and the availability of friendly, safe, fast, smooth, orderly, regular, comfortable, safe and efficient transportation services. This is also done by PT. Kereta Api (Persero) as one of the state-owned companies engaged in the land transportation service business. Train is an alternative to road transportation problems. This study aims to determine whether the facilities, security guarantees and e-ticketing can influence people's decisions in using the Semarang-Bandung Harina train transportation services. The sample in this study amounted to 100 respondents with a purposive sampling technique. Data analysis used in this research is descriptive analysis and quantitative analysis, data analysis using multiple linear regression analysis with the help of (software) Statistic Package for Social Science (SPSS) version 24. The results of the research by testing the t- test hypothesis partially show that Service Quality, facilities and e-ticketing have a positive and significant effect on User Satisfaction. Based on the results of the study it can be seen that the research model of the multiple linear regression equation is Y = -1,706 + 0.202 X1 + 0.321 X2 + 0.313 X3 + μ. The results of the multiple linear regression equation show that there is a partially positive effect between Service Quality against User Satisfaction (t count = 3.206> t table = 1.98498), facilities on User Satisfaction (t count = 2.881> t table 1.98498), , E-ticketing on User Satisfaction (t count = 3.709> table = 1.98498). Keywords: Service Quality, Facilities, , E-Ticketing and User Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 150114079 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 09 Feb 2022 06:40 |
| Last Modified: | 09 Feb 2022 06:40 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4073 |
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