PRATAMA, REKA HARJUNA (2019) ANALISIS PENGARUH KUALITAS LAYANAN, FASILITAS TEMPAT ISTIRAHAT, DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN JALAN TOL CIPALI. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research aimed to analyze the effect of service quality, rest area facilities, and perceived price on the customer satisfaction. The respondent are the Cipali Toll Road Customer. Concept of Service Quality, rest area faciites, and perceived price and customer satisfaction were taken various sources such as journal, books, and other selected publication. Especially service quality variables are examined by combining Parasuraman theory with measurements of toll road service quality in accordance with Minister of Public Works Regulation Number 16/PRT/M/2014 concerning Standar Pelayanan Minimal Jalan Tol (SPM Jalan Tol). The sample size of this study is 264 respondents taken by the Accidental Sampling technique uses quantitative with multiple linear regression analysis, the results showed that service quality variables, rest area facilities, and perceived price both partially and simultaneously had a positive and significant effect on customer satisfaction. It is suggested that the company to apply Single Lane Free Flow (SLFF) technology to speed up the transaction process so as to reduce the number of queues at toll gate. Keywords: Service Quality, Toll Road Minimum Service Standar, Rest Area Facilities, Perceived Price, Customer Satisfaction, Toll Road Infrastructure. Penelitian ini bertujuan untuk menganalisa pengaruh kualitas layanan, fasilitas tempat istirahat, dan persepsi harga terhadap kepuasan pelanggan jalan tol Cipali. Pada penelitian ini, variabel kualitas layanan diteliti dengan memadukan antara teori service quality yang disampaikan Parasuraman dengan pengukuran kualitas pelayanan jalan tol sesuai dengan Peraturan Menteri Pekerjaan Umum Nomor 16/PRT/M/2014 tentang Standar Pelayanan Minimal Jalan Tol (SPM Jalan Tol). Sampel yang digunakan dalam penelitian ini berjumlah 264 responden yang diambil dengan teknik Accidental Sampling. Responden merupakan pengendara mobil pribadi yang telah merasakan pelayanan di jalan tol Cipali. Metode penelitian ini menggunakan metode kuantitatif dengan analisa regresi linear berganda yang diolah menggunakan SPSS 24.0. Hasil penelitian menunjukan bahwa variabel kualitas layanan, fasilitas tempat istirahat, dan persepsi harga baik secara parsial maupun bersama-sama berpengaruh positif dan signifikan terhadap kepuasan pelanggan jalan tol Cipali. Untuk menaikan tingkat kepuasan pelanggan jalan tol Cipali, PT. Lintas Marga Sedaya disarankan untuk menerapkan teknologi Single Lane Free Flow (SLFF) untuk mempercepat proses transaksi sehingga dapat menurunkan jumlah antrian di gardu tol. Kata kunci: Kualitas Layanan, Fasilitas, Persepsi Harga, Kepuasan Pelanggan, Infrastruktur Jalan Tol
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-19-011 |
| Call Number: | T-51-MPS-19-011 |
| NIM/NIDN Creators: | 55117110047 |
| Uncontrolled Keywords: | service quality, toll road minimum service standar, rest area facilities, perceived price, costumer satisfaction, toll road infarstructure, kualitas layanan fasilitas, persepsi harga, kepuasan pelanggan, infrastruktur jalan tol Manajemen Pemasaran (MPS) |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | MELATI CAHYA FITRIANI |
| Date Deposited: | 15 Feb 2022 07:05 |
| Last Modified: | 18 Jun 2022 05:45 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56109 |
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