PENGARUH KUALITAS PELAYANAN, NILAI PELANGGAN, DAN CITRA MEREK, TERHADAP KEPUASAN PELANGGAN PENGGUNA TRANSPORTASI KERETA API (Studi Kasus pada Pelanggan KA di Stasiun Pasar Senen)

LESTARI, ANDI (2019) PENGARUH KUALITAS PELAYANAN, NILAI PELANGGAN, DAN CITRA MEREK, TERHADAP KEPUASAN PELANGGAN PENGGUNA TRANSPORTASI KERETA API (Studi Kasus pada Pelanggan KA di Stasiun Pasar Senen). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to test and analyze (1) The Influence of Service Quality on Passenger Satisfaction of Railway Users at Pasar Senen Station. (2) Customer Value of Passenger Satisfaction in Railway Users at Pasar Senen Station. (3) Brand Image Towards Passenger Satisfaction of Train Users at Pasar Senen Station. Data collection was carried out through questionnaires and carried out on 115 Passenger User Trains in Pasar Senen Station. Sampling techniques using Convenience Sampling. Data analysis in this study uses the help of Variance Based Structural Equation Modeling where data processing uses Partial Least Square (PLS) Version 3.0 programs. The results of the analysis show that Service Quality has a positive and significant effect on Customer Satisfaction. Customer Value has a positive and significant effect on Customer Satisfaction. Brand Image has a positive and significant effect on Customer Satisfaction. Keywords: Service Quality, Customer Value, Brand Image and Customer Satisfaction Penelitian ini bertujuan untuk menguji dan menganalisa (1) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Penumpang Pengguna Kereta api di Stasiun Pasar Senen. (2) Nilai Pelanggan Terhadap Kepuasan Penumpang Pengguna Kereta api di Stasiun Pasar Senen. (3) Citra Merek Terhadap Kepuasan Penumpang Pengguna Kereta api di Stasiun Pasar Senen. Pengumpulan data dilakukan melalui penyebaran kuesioner dan dilaksanakan pada 115 Penumpang Pengguna Kereta api di Stasiun Pasar Senen.Teknik penarikan sampel dengan menggunakan Convenience Sampling. Analisis data pada penelitian ini menggunakan bantuan Variance Based Structural Equation Modeling dimana pengolahan datanya menggunakan program Partial Least Square (PLS) Versi 3.0. Hasil analisa menunjukkan bahwa Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Nilai Pelanggan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Citra Merek berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Kata Kunci: Kualitas Pelayanan, Nilai Pelanggan, Citra Merek dan Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 19 551
NIM: 43114110443
Uncontrolled Keywords: Kualitas Pelayanan, Nilai Pelanggan, Citra Merek dan Kepuasan Pelanggan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 28 Nov 2019 04:28
Last Modified: 07 Jan 2020 07:00
URI: http://repository.mercubuana.ac.id/id/eprint/52336

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