PENGARUH FASILITAS, KUALITAS PELAYANAN, DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN KRL COMMUTER LINE JABODETABEK

MUJIATMO, REGA DWI (2020) PENGARUH FASILITAS, KUALITAS PELAYANAN, DAN KETEPATAN WAKTU TERHADAP KEPUASAN PELANGGAN KRL COMMUTER LINE JABODETABEK. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to discuss anything that can affect customer satisfaction KRL Commuter Line Independent variables obtained from the preliminary survey results are Facilities, Service Quality and Timeliness. This study uses SEM data analysis techniques and data processing using PLS. The population is all Jabodetabek KRL Commuter Line users, with a sample of 190 respondents. The sampling technique uses purposive sampling. By using a quantitative descriptive approach. The results of this study indicate that the Facility variable has a significant positive effect on customer satisfaction, the Service Quality variable has a significant positive effect on Customer Satisfaction, the Timeliness variable has a significant positive effect on Customer Satisfaction Keywords: Facilities, Service Quality, Timeliness, Customer Satisfaction Penelitian ini bertujuan untuk membahas mengenai apa-apa saja yang dapat mempengaruhi Kepuasan Pelanggan KRL Commuter Line Variabel independen yang didapatkan dari hasil survei pendahuluan adalah Fasilitas, Kualitas Pelayanan dan Ketepatan Waktu. Penelitian ini menggunakan teknik analisis data SEM dan pengolahan data menggunakan PLS. Populasinya adalah seluruh pengguna KRL Commuter Line Jabodetabek, dengan sampel 190 responden. Teknik pengambilan sampel menggunakan Purposive sampling. Dengan menggunakan pendekatan deskriptif kuantitatif. Hasil penelitian ini menunjukkan bahwa variabel Fasilitas berpengaruh positif secara signifikan terhadap Kepuasan Pelanggan,variabel Kualitas Pelayanan berpengaruh positif signifikan terhadap Kepuasan Pelanggan, variabel Ketepatan Waktu berpengaruh positif signifikan terhadap Kepuasan Pelanggan Kata kunci: Fasilitas, Kualitas Pelayanan, Ketepatan Waktu, Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 008
Call Number: SE/31/21/152
NIM/NIDN Creators: 43116010001
Uncontrolled Keywords: Fasilitas, Kualitas Pelayanan, Ketepatan Waktu, Kepuasan Pelanggan
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu
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
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: Dede Muksin Lubis
Date Deposited: 01 Nov 2021 04:01
Last Modified: 24 Feb 2022 07:14
URI: http://repository.mercubuana.ac.id/id/eprint/49914

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