ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN KERETA BANDARA SOEKARNO-HATTA RUTE STASIUN BANDARA SOEKARNO-HATTA – STASIUN SUDIRMAN BARU/BNI CITY

AMALIA, RIZKA (2018) ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN KERETA BANDARA SOEKARNO-HATTA RUTE STASIUN BANDARA SOEKARNO-HATTA – STASIUN SUDIRMAN BARU/BNI CITY. S1 thesis, Universitas Mercu Buana Jakarta.

Preview	Text (HAL COVER) 001_Halaman Judul.pdf Download (94kB) | Preview
Preview	Text (ABSTRAK) 002_Abstrak.pdf Download (171kB) | Preview
Preview	Text (LEMBAR PERNYATAAN) 003_Lembar Pernyataan.pdf Download (570kB) | Preview
Preview	Text (LEMBAR PENGESAHAN) 004_Lembar Pengesahan.pdf Download (570kB) | Preview
Preview	Text (KATA PENGANTAR) 005_Kata Pengantar.pdf Download (167kB) | Preview
Preview	Text (DAFTAR ISI) 006_Daftar Isi.pdf Download (176kB) | Preview
Preview	Text (DAFTAR TABEL) 007_Daftar Tabel.pdf Download (149kB) | Preview
Preview	Text (DAFTAR GAMBAR) 008_Daftar Gambar.pdf Download (176kB) | Preview
Preview	Text (DAFTAR LAMPIRAN) 009_Daftar Lampiran.pdf Download (102kB) | Preview
	Text (BAB I) 010_BAB 1.pdf Restricted to Registered users only Download (253kB)
	Text (BAB II) 011_BAB 2.pdf Restricted to Registered users only Download (324kB)
	Text (BAB III) 012_BAB 3.pdf Restricted to Registered users only Download (199kB)
	Text (BAB IV) 013_BAB 4.pdf Restricted to Registered users only Download (538kB)
	Text (BAB V) 014_BAB 5.pdf Restricted to Registered users only Download (106kB)
	Text (DAFTAR PUSTAKA) 015_Daftar Pustaka.pdf Restricted to Registered users only Download (263kB)
	Text (LAMPIRAN) 016_Lampiran.pdf Restricted to Registered users only Download (548kB)

Abstract

Link route Soekarno-Hatta International Airport Station  Sudirman Baru/BNI City Station. The author used the “Importance Performance Analysis” method to make an analysis, then the next step followed by using SPSS program to do a Validity and Reliability test, also Correlation Bivariate and Simple Linear Regression. For testing the hypothesis, the author used “Chi Square” (X2) method with amount of 95 respondents. Survey results revealed that the votes Airport’s Rail Link passenger has been very good and very satisfied. Based on the analysis of Correlation Bivariate, that the significant value 0,000 < 0,05 and Pearson Correlation value 0,922 that is mean the worker’s performance has a strong correlation with passenger satisfaction. While on the linear regression analysis found that the influence percentage between worker’s performance and passenger satisfaction is 85,1%. Based on Cartesian diagram formed and hypothesis test with Chi Square (X2) method obtained factors services that affect the increased passenger satisfaction are located in quadrant C where Ho was accepted, while the factors that do not affect lies on quadrant B with rejected of Ho. Keywords : Quality of service, Customer Satisfaction, Airport’s Rail Link, Cartesian Diagram Importance Performance Analysis, Chi Square Hatta Rute Stasiun Bandara Soekarno-Hatta  Stasiun Sudirman Baru/BNI City. Untuk analisis, penulis menggunakan metode “Importance Performance Analysis” yang selanjutnya dilakukan analisis Validitas dan Reliabilitas serta Korelasi Bivariat dan Regresi Linear Sederhana dengan menggunakan program SPSS. Uji hipotesa dengan metode “Chi Square” (X2) dengan jumlah sample 95 responden. Dari hasil penelitian diketahui bahwa penilaian penumpang terhadap Kereta Bandara Soekarno-Hatta sudah sangat baik dan sangat puas. Berdasarkan analisis Korelasi Bivariat yang dilakukan didapat nilai signifikansi 0,000 < 0,05 dan nilai Pearson Correlation 0,922 berarti terdapat korelasi yang sangat kuat antara kinerja petugas dengan kepuasan penumpang. Sedangkan pada analisis Regresi Linear yang dilakukan, didapat bahwa presentase pengaruh kinerja pelayanan terhadap kepuasan penumpang yaitu 85,1%. Berdasarkan diagram Cartesius yang terbentuk dan dilakukan uji hipotesa dengan uji Chi Square (X2) didapat faktor-faktor pelayanan yang berpengaruh terhadap peningkatan kepuasan penumpang yang terletak pada kuadran C dimana Ho diterima, sedangkan faktor-faktor yang tidak mempengaruhi terletak pada kuadran B dengan Ho ditolak. Kata Kunci : Kualitas pelayanan, Kepuasan pelanggan, Kereta Bandara, Diagram Cartesius Importance Performance Analysis, Chi Kuadrat

Item Type:	Thesis (S1)
Call Number CD:	FT/SIP. 18 015
NIM/NIDN Creators:	41114010034
Uncontrolled Keywords:	Kualitas pelayanan, Kepuasan pelanggan, Kereta Bandara, Diagram Cartesius Importance Performance Analysis, Chi Kuadrat
Subjects:	600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 625 Engineering Of Railroads, Roads/Rekayasa Rel Kereta Api, Jalan > 625.1 Railroad Engineering/Teknik Jalan Kereta Api, Teknik Rel Kereta Api 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 625 Engineering Of Railroads, Roads/Rekayasa Rel Kereta Api, Jalan > 625.2 Railroad Rolling Stock/Perlengkapan Kereta Api 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 625 Engineering Of Railroads, Roads/Rekayasa Rel Kereta Api, Jalan > 625.3 Special Purpose Railroads/Kereta Api Khusus
Divisions:	Fakultas Teknik > Teknik Sipil
Depositing User:	Virda Syifa
Date Deposited:	05 Sep 2018 01:56
Last Modified:	25 Dec 2021 09:45
URI:	http://repository.mercubuana.ac.id/id/eprint/44401

Actions (login required)

View Item