SYIFA, AULIA FATMA FADZILA NOVA (2022) ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG TERHADAP PENGGUNA JASA PT. PELNI DI TENGAH PANDEMI COVID-19 (Studi Kasus pada KM. Lawit di Semarang). SKRIPSI.
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Abstract
Passanger satisfaction is the end result of the work done by an employee within a certain period, using ideas and efforts to achieve the company’s work goals. This study aims to determine the effect of Service quality, Brand image, and Facilities partially on passanger satisfaction at the KM. Lawit. The population in this study are passangers who have traveled on shipa KM.Lawit. The sampling technique used in non probability sampling with the type of sampling that is incidental sampling. The analytical method used is descriptive analysis and quantitative analysis, the data were analyzed using multiple linear regression analysis with the help of the Statisticial Package for Social Science (SPSS) software. The results of this study indicate that the variable Service quality, Brand image, and Facilities have a partial effect on passanger satisfaction. The results of multiple linear regression analysis obtained equation: Y =0,123+0,037X1+0,400X2-0,553X3+ µ From the multiple linear regression equation, it can be seen that the most dominant variable influencing passanger satisfaction is the Facilities variable with a regression coefficient of 0.553 with the Adjusted R Square test of 0.600 or 60% which means that passanger satisfaction is influenced by Service quality, Brand image, and Facilities of 60% and other factors that influence passanger satisfaction other than the factors studied were 40% Keywords : Service quality, Brand image, and Facilities
| Item Type: | Article |
|---|---|
| Additional Information: | 171804212 |
| 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/4075 |
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