PENGARUH KUALITAS PELAYANAN, FASILITAS, DAN HARGA TERHADAP LOYALITAS PELANGGAN KERETA REL LISTRIK (KRL) COMMUTER LINE JABODETABEK (Studi pada Penumpang di Stasiun Tanah Abang)

FATHURRAHMAN, MUHAMMAD RIZKY (2024) PENGARUH KUALITAS PELAYANAN, FASILITAS, DAN HARGA TERHADAP LOYALITAS PELANGGAN KERETA REL LISTRIK (KRL) COMMUTER LINE JABODETABEK (Studi pada Penumpang di Stasiun Tanah Abang). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the influence of service quality, facilities, and price on customer loyalty towards electric train (KRL) commuter line in the Jabodetabek area. The population in this study is the community residing in the Jabodetabek area or those outside the area who have used the KRL Commuter Line as their transportation, and the exact number is unknown. The sample used in this study consisted of 175 respondents who are KRL users at Tanah Abang station. The sampling method employed was convenience sampling. Data collection was conducted through a survey using a questionnaire as the research instrument. The data analysis method used is SEM (Variance Based Equation Modeling) and the processing is done using PLS (Partial Least Square (Smart- PLS) version 4.0). This study proves that Service Quality has a positive and significant effect on Customer Loyalty. Facilities have a positive and significant effect on Customer Loyalty. Price has a positive and significant effect on Customer Loyalty. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, fasilitas, dan harga terhadap loyalitas pelanggan kereta rel listrik (KRL) commuter line jabodetabek. Populasi dalam penelitian ini adalah masyarakat yang berada di wilayah jabodetabek ataupun masyarakat luar yang pernah menggunakan KRL Commuter Line sebagai transportasinya yang dimana dalam hal ini tidak diketahui jumlahnya secara terperinci. Sampel yang digunakan adalah 175 responden yaitu pengguna KRL di stasiun Tanah Abang. Metode penarikan sampel menggunakan convenience sampling. Metode pengumpulan data menggunakan metode survey dengan instrumen penelitian kuesioner. Metode analisis data menggunakan SEM (Variance Based Equation Modeling) dan pengelohan menggunakan PLS (Partial Least Square (Smart-PLS) versi 4.0). Penelitian ini membuktikan bahwa Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan. Fasilitas berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan. Harga berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan.

Item Type:	Thesis (S1)
Call Number CD:	FE/MJ. 24 337
NIM/NIDN Creators:	43120010355
Uncontrolled Keywords:	Pemasaran, Kualitas Pelayanan, Fasilitas, Harga, Loyalitas Pelanggan, Kereta Rel Listrik (KRL) Commuter Line.
Subjects:	200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi 700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi > 711.75 Railroad Transportation Facilities/Fasilitas Transportasi Kereta Api
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ANANDA NADIRA PUTRI
Date Deposited:	25 Sep 2024 04:49
Last Modified:	25 Sep 2024 04:49
URI:	http://repository.mercubuana.ac.id/id/eprint/91784

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