Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bus Po. Efisiensi Jurusan Yogyakarta – Purwokerto

Tri Atmaja, Yuliardie and , Jati Waskito S.E., M.Si (2018) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bus Po. Efisiensi Jurusan Yogyakarta – Purwokerto. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality that consists of reliability, responsiveness, assurance, empathy, and tangibles to customer satisfaction Bus Efisiensi Yogyakarta - Purwokerto. This research uses descriptive quantitative research methods withdrawals are based on statistically obtained figures. The population in this study is all passengers Bus PO. Efisiensi Yogyakarta – Purwokerto. Samples were taken as many as 100 passengers. The sampling technique uses convenience sampling. Data source used is primary data obtained through questionnaire (questionnaire). Data analysis techniques used are multiple linear regression analysis, F test, t test, and test coefficient of determination. Previously tested the classical assumption of normality test, multicollinearity test, and heteroscedasticity test. Based on the result of data analysis, it can be concluded that: (1) T test result received at 5% significance level. This means that there is a significant influence of reliability, responsiveness, assurance, empathy, and tangible partially-equal to customer satisfaction Bus PO. Efisiensi Major Yogyakarta - Purwokerto; (2) The result of F test is accepted at 5% significance level. This means that there is a significant influence of reliability, responsiveness, assurance, empathy, and tangible together towards customer satisfaction Bus PO Efiseinsi Yogyakarta – Purwokerto. Keywords: service quality, customer satisfaction, bus passengers

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, customer satisfaction, bus passengers
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	YULIARDIE TRI ATMAJA
Date Deposited:	08 Feb 2018 04:00
Last Modified:	08 Feb 2018 04:00
URI:	http://eprints.ums.ac.id/id/eprint/59662

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