ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG PADA PO. BUS HARYANTO RUTE SEMARANG - JAKARTA

GALANG, SAPUTRA KAKA (2025) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENUMPANG PADA PO. BUS HARYANTO RUTE SEMARANG - JAKARTA. SKRIPSI.

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Abstract

Passenger satisfaction is a person's feeling of happiness or disappointment after evaluating the performance (result) of a product that is designed by considering the expected performance or result. This study aims to determine the influence of reliability, facilities, accessibility and assurance on the satisfaction of PO Haryanto bus service users. The population in this study is PO Haryanto Bus Passengers and the sample used in this study is 100 respondents. The data collection methods used were observation (observation), interviews, and questionnaire distribution. The sampling technique used is non-probability sampling type of quota sampling, then the data is analyzed using multiple linear regression with the help of (software) Statistic Package For Social Science (SPSS) Version 26. The formulation of regression in this study is as follows: Y = -1.735 + 0.335X1 + 0.291X2 + 0.256X3 + 0.247X4 + μ From this equation, it is known that the most dominant variable that affects the satisfaction of Service Users is the Reliability variable with a regression coefficient of 0.335. The R2 test (R square) obtained a result of 0.619 or 61.9%, which means that the satisfaction of service users is influenced by the variables of reliability (X1), facilities (X2), Accessibility (X3) and Guarantee (X4). While the rest (100%-61.9% = 38.1%) is explained by other variables such as security, comfort, quality of service, promotion, and others Keywords: reliability, facilities, accessibility, guarantee and satisfaction of service users

Item Type: Article
Additional Information: 212204039
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 19 Aug 2025 07:40
Last Modified: 19 Aug 2025 07:40
URI: http://repository.unimar-amni.ac.id/id/eprint/6696

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