SOFIE, AURELIA ZALIANTY (2025) ANALISIS PENGARUH NILAI PELANGGAN, FASILITAS, DAN KUALITAS LAYANAN TERHADAP LOYALITAS PENUMPANG KERETA API MATARMAJA PADA RUTE MALANG - PASAR SENIN DI STASIUN MALANG. SKRIPSI.
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Abstract
The purpose of this study is to analyze the influence of customer value, facilities, service quality on passenger loyalty. In this study, the objects taken in this study were all passengers using the Matarmaja train on the Malang - Pasar Senen route. This study is a quantitative study with a data collection method using a questionnaire to 100 respondents. Based on the research of the multiple linear regression equation is as follows: Y = 0.974 + 0.301X_1 +0.250X_2 +0.303X_3 +μ. From the regression equation, the most dominant variable is the service quality variable with a coefficient of 0.303. From the results of hypothesis testing using the t test shows that the three independent variables, namely the customer value variable of 0.301 (X1), the facility variable of 0.250 (X2), the service quality variable of 0.303 (X3). The influence of these three studies is very strong with the coefficient of determination obtained of 0.649 or 64.9% on passenger loyalty, and (100% -64.9%) = 35.1% influenced by other variables outside this study. Based on the results of this study, it can be concluded that the passenger loyalty variable has a positive and significant partial effect on customer value, facilities and service quality. Keywords: Customer Value, Facilities, Service Quality, Passenger Loyalty.
| Item Type: | Article |
|---|---|
| Additional Information: | 212204104 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Jun 2025 08:05 |
| Last Modified: | 18 Jun 2025 08:05 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6584 |
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