Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Bus Rosalia Indah Pada Masa Pandemi Covid-19 Di Kabupaten Karanganyar

Permana, Ahmad Esa and , Imronudin, S.E., M.Si., Ph.D (2022) Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Bus Rosalia Indah Pada Masa Pandemi Covid-19 Di Kabupaten Karanganyar. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality on Rosalia Indah bus customer satisfaction during the covid-19 pandemic in Karanganyar Regency. This research is included in quantitative research. The population of this study were all Rosalia Indah bus service users who had ever boarded from Karanganyar Regency. The samples collected in this study were 100 respondents. The sample selection technique uses purposive sampling where the sample is determined based on certain criteria. The data used is primary data where the data is obtained from respondents' answers through a questionnaire that has been given via google form. SmartPLS 3.0 is used in research as an analytical tool. The results of this study indicate that physical appearance, assurance and empathy have a positive and significant effect on Rosalia Indah bus customer satisfaction during the COVID-19 pandemic in Karanganyar Regency. However, reliability and responsiveness have no significant effect on Rosalia Indah bus customer satisfaction during the COVID-19 pandemic in Karanganyar Regency

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	AHMAD ESA PERMANA
Date Deposited:	08 Aug 2022 04:00
Last Modified:	08 Aug 2022 04:00
URI:	http://eprints.ums.ac.id/id/eprint/102698

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