RACHMAT, AGUNG RIO (2020) ANALISA PENGARUH HARGA, BUKTI FISIK, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN KRL JABODETABEK. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The purposes of the research is to analyse variable of price, physical evidence, service quality on the KRL JABODETABEK’s costumer satisfaction. Research data is obtained daily for the period of observation 1,5 years (25th June 2018 until 20 th December 2019). Sampling techniques are generally carried out randomly via online. The research was conducted on 369 respondents that to ever using KRL JABODETABEK’s. This type of research is a quantitative descriptive study. The research technique uses multiple regression analysis to see the effect between independent and dependent variables. The results showed that the price, physical evidence, and service quality variables had a positive effect, as well as a significant effect on the KRL JABODETABEK’s customer satisfaction variable. And also the variable price, physical evidence, and service quality together - a positive and significant effect on the KRL JABODETABEK’s customer satisfaction variable. Keywords : Price, Physical Proof, Service Quality, Customer Satisfaction. Penelitian ini bertujuan untuk menganalisis pengaruh variabel harga, bukti fisik dan kualitas pelayanan terhadap variabel kepuasan konsumen KRL JABODETABEK. Data penelitian merupakan data harian untuk periode observasi 1,5 tahun (25 Juni 2018 sampai dengan 20 Desember 2019). Teknik pengambilan sampel pada umumnya dilakukan secara random melalui online. Penelitian dilakukan terhadap 369 responden yang pernah menggunakan jasa moda transportasi KRL JABODETABEK. Jenis Penelitian yang digunakan adalah penelitian deskriptif kuantitatif. Teknik penelitian menggunakan analisis regresi berganda untuk melihat pengaruh antara variabel independen dan dependen. Hasil penelitian menunjukkan variabel harga, bukti fisik, dan kualitas pelayanan berpengaruh secara positif, serta signifikan terhadap variabel kepuasan konsumen KRL JABODETABEK. Dan juga variabel harga, bukti fisik, dan kualitas pelayanan secara bersama – sama berpengaruh secara positif dan signifikan terhadap variabel kepuasan konsumen KRL JABODETABEK. Kata Kunci : Harga, Bukti Fisik, Kualitas Pelayanan, Kepuasan Konsumen.
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