PENENTUAN FAKTOR KEPUASAN PENUMPANG PADA KERETA EKSEKUTIF STAINLESS STEEL DI KERETA API ARGO JATI DENGAN METODE SERVQUAL

APRILINDO, DANDI (2020) PENENTUAN FAKTOR KEPUASAN PENUMPANG PADA KERETA EKSEKUTIF STAINLESS STEEL DI KERETA API ARGO JATI DENGAN METODE SERVQUAL. S1-Sarjana thesis, Universitas Mercu Buana Jatisampurna.

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Abstract

ABSTRAK Penelitian ini membahas mengenai perkembangan kualitas pelayanan berpengaruh terhadap kepuasan penumpang pada Kereta Api Argo Jati. Tujuan dari penelitian ini adalah untuk mengidentifikasi pengaruh kualitas pelayanan mempengaruhi kepuasan penumpang pada Kereta Api Argo Jati milik PT. Kereta Api Indonesia. Teknik pengambilan sampel menggunakan kuesioner dengan jumlah kuesioner 50 responden yang merupakan penumpang Kereta Api Argo Jati. Variabel dalam penelitian ini adalah Kualitas Pelayanan (X) dan Kepuasan Pelayanan (Y). Alat uji analisis yang digunakan adalah Costumer Satisfaction Index, Importance Performance Matrix Analysis dan SPSS 16 metode Analisis Regresi Linier Sederhana. Hasil penelitian menunjukkan bahwa tangible, reliability, responsiveness, assurance, dan empathy berpengaruh positif dan signifikan terhadap kepuasan penumpang. Kata Kunci : Kualitas Pelayanan, Kepuasan Konsumen, Servqual, Service Quality, Customer Satisfaction Index, Importance Performance Analysis ABSTRACT This study discusses how service quality affects passenger satisfaction on the Argo Jati Train. The purpose of this study is to identify the effect of service quality affecting passenger satisfaction on the Argo Jati Train owned by PT. Kereta Api Indonesia. The sampling technique uses a questionnaire with the number of questionnaires 50 respondents passengers of the Argo Jati Train. The variables in this study are Service Quality (X) and Service Satisfaction (Y). The analytical test tool used is the Customer Satisfaction Index, Importance Performance Matrix Analysis and SPSS 16 methods of Simple Linear Regression Analysis. The results showed that tangible, reliability, responsiveness, assurance, and empathy had a positive and significant effect on passenger satisfaction. Keywords: Service Quality, Consumer Satisfaction, Servqual, Service Quality, Customer Satisfaction Index, Importance Performance Analysis

Item Type: Thesis (S1-Sarjana)
Call Number CD: FT/IND 19 027
NIM: 41614210016
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Konsumen, Servqual, Service Quality, Customer Satisfaction Index, Importance Performance Analysis
Subjects: 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
600 Technology/Teknologi > 680 Manufacture For Specific Uses/Industri Pembuatan produk untuk penggunaan tertentu
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Nasruddin Mansyur S.Hum
Date Deposited: 02 Nov 2020 07:12
Last Modified: 02 Nov 2020 07:12
URI: http://repository.mercubuana.ac.id/id/eprint/57935

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