PENGARUH KUALITAS JASA TERHADAP KEPUASAN PENGGUNA JASA ANGKUTAN UMUM

Wulandari, Noka R (2006) PENGARUH KUALITAS JASA TERHADAP KEPUASAN PENGGUNA JASA ANGKUTAN UMUM. Other thesis, University of Muhammadiyah Malang.

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Abstract

Public transportation business, including businesses that emphasize the sale of services. The definition of service is a performance appearance, intangible, and quickly disappear, more can be felt rather than owned, and customers more quickly participate actively in the process of consuming these services (Kotler, 1994: 464). According Schaars (in Tjiptono, 2000: 24) at essentially the purpose of a process is to create the passengers to feel satisfied, the creation of satisfaction is to provide the benefits of creating a harmonious relationship between companies and customers and create loyalty among customers and the company. Satisfaction itself is the assessment of a person after membendingkan expectations and reality (Day in Tjiptono, 2000: 89). This research is a non-experimental research that aims to determine the effect of Service Quality of Public Transport Service User satisfaction. Independent variables: Quality of Service, Variable Bound: Passenger Satisfaction. The subject of this research are passengers of public transport as many as 100 people. Of scale was done on August 10, 2005. Data collection methods used are Likert scale. Ddata analyzed by regression analysis of predictors. Results of regression analysis that is "no influence on the service quality of public transport passenger satisfaction" that significantly (F = 145,464 and P = 0.000) and coefficient of determinant is equal to 59.7% It is suggested that the relationship between public transport companies should co-exist with the passengers, passengers want to be served as possible while the public transport company with a good quality service will bring a positive image for public transport company itself. If the relationship of mutual benefit both to the quality of service, then there will be satisfaction on each - both parties of course they will always be connected continuously.

Item Type: Thesis (Other)
Subjects: B Philosophy. Psychology. Religion > BF Psychology
Divisions: Faculty of Psychology > Department of Psychology
Depositing User: Zainul Afandi
Date Deposited: 05 Jul 2012 03:03
Last Modified: 05 Jul 2012 03:03
URI: http://eprints.umm.ac.id/id/eprint/11069

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