KARILA, CAHYA LARASATI (2023) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS LAYANAN TERHADAP TRANS JATENG (Studi Pelayanan pada Penumpang Difabel). SKRIPSI.
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Abstract
ABSRACT Service quality is an interaction activity to improve technical , theoretical, conceptual, and moral skill through training as needed. The importance of developing services especially for passengers with disabilities. If service standartds for passangers with disabilities have been implemented and facilities can support so that optimal results are obtained, it also has good service quality for passangers with disabilities. This study aims to determine whether sign language training, communication ethics, and bus stop facilities affect the quality of Trans Jateng Service Quality, especially for passengers with disabilities. In this study, the objects taken were Trans Jateng Passengers with disabilities. The sample of this research is 100 The analytical method used is descriptive and quantitative analysis, namely multiple linear regression analysis including: validity and reliability tests, classical assumption tests, hypothesis testing through t-test. Based on this analysis, the following regression equation was obtained: Y = -0.979 +0,330X1+0,380X2+0,341X3+ µ It shows that based on empirical data (the results of filling out the questionnaire) the Sign Language Training variabel (X1) has a positive influence on Trans Jateng Service Quality, where the value of t count is 4.419 > t tabel 1.98498. Variabel Communication Ethics (X2) has a positive influence on Trans Jateng Service Quality where the value of t count 4.878 > t tabel 1.98498. Stop Facillity Variable (X3) has a positive influence on Trans Jateng Service Quality having a t- count value of 4.588 > t tabel of 1.98498. Thus the results of this study indicate that there is a positive and significant influence between Sign Language Training, Communication Ethics, Stop Facillity on Trans Jateng Service Quality. Keyword: Sign Language Training, Communication Ethics, Bus Stop Facility, Service Quality.
| Item Type: | Article |
|---|---|
| Additional Information: | 192004118 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Aug 2023 07:33 |
| Last Modified: | 11 Aug 2023 07:33 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5484 |
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