PENGARUH PERSEPSI HARGA, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN PADA PT. KERETA API INDONESIA

PURWANINGSIH, LATIF DEVI (2020) PENGARUH PERSEPSI HARGA, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN PADA PT. KERETA API INDONESIA. S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to know the influence of price perception, service quality and facility om costumers satisfaction. The object of this study is costomers of Argo Bromo Anggrek in Gambir station. This study was conducted on 100 respondens using accidental sampling technique is to take someone who happens to be or is found and meets the criteria in this study. The result of this research shows that price perception and facility had significant effect on the costumers satisfaction. Service quality had significant effect on the costumers satisfaction. Keywords : price perception, service quality, facility, costumers satisfaction Penelitian ini untuk mengetahui pengaruh persepsi harga, kualitas pelayanan dan fasilitas terhadap kepuasan pelanggan. Objek penelitian ini adalah seluruh penumpang kereta api Argo Bromo Anggrek yang terdapat di Stasiun Gambir Jakarta Pusat. Penelitian ini dilakukan terhadap 100 responden dengan menggunakan teknik Accidental Sampling yaitu dengan mengambil seseorang yang kebetulan berada di Stasiun Gambir Jakarta Pusat yang dijumpai dan memenuhi kriteria dalam penelitian ini. Hasil penelitian ini menunjukkan bahwa variabel persepsi harga dan fasilitas secara parsial berpengaruh terhadap kepuasan pelanggan. Kualitas Pelayanan berpengaruh terhadap kepuasan pelanggan. Kata kunci : persepsi harga, kualitas pelayanan, fasilitas, kepuasan pelanggan

Item Type: Thesis (S1-Sarjana)
NIM: 43114120217
Uncontrolled Keywords: persepsi harga, kualitas pelayanan, fasilitas, 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 > 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
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 17 Nov 2020 03:06
Last Modified: 17 Nov 2020 03:06
URI: http://repository.mercubuana.ac.id/id/eprint/58165

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