Analisis Pengaruh Service Quality Terhadap Customer Satisfaction Pada Bus Rapid Transit (BRT) Batik Solo Trans

Zahi, Ahmad Wafi Ibnu and -, Ihwan Susila, S.E., M.Si., Ph.D. (2020) Analisis Pengaruh Service Quality Terhadap Customer Satisfaction Pada Bus Rapid Transit (BRT) Batik Solo Trans. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of tangible, reliability, responsiveness, assurance, and empathy on customer satisfaction. This research is quantitative research. The population in this study were consumers or BRT Batik Solo Trans users. The number of samples in this study is 200 respondents, the method of data collection uses non probability sampling with a type of purposive sampling where researchers determine sampling by providing specific criteria. Methods of collecting data using a questionnaire. Data analysis techniques in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, determination test (R2), model accuracy test (F test), regression coefficient test and hypothesis test (t test). the results of the study show that the tangible, responsiveness, assurance, and empathy partially influence the customer satisfaction BRT Batik Solo Trans. And the tangible, reliability, responsiveness, assurance, and empathy simultaneously influence the customer satisfaction BRT Batik Solo Trans

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Bus Rapid Transit, Service Quality, Customer Satisfaction
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HE Transportation and Communications
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	AHMAD WAFI IBNU ZAHI
Date Deposited:	20 Jul 2020 02:14
Last Modified:	20 Jul 2020 02:14
URI:	http://eprints.ums.ac.id/id/eprint/83430

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