creators_name: MARLIA FITRIANA, 1211011091
creators_id: marliafitriana14@gmail.com
type: other
datestamp: 2016-03-03 07:35:47
lastmod: 2016-03-03 07:35:47
metadata_visibility: show
title: ANALYSIS THE INFLUENCE OF SERVICE QUALITY TOWARDS
PASSENGER SATISFACTION
(CASE STUDY IN PT.KAI ECONOMY CLASS AC TANJUNGKARANG-KERTAPATI)
ispublished: pub
subjects: HB
subjects: HD61
full_text_status: restricted
abstract: Service quality is any activity carried out by the company in order to meet
consumer expectations. Services in this case is defined as services delivered by
the owners of services such as convenience, speed, relationships, the ability and
friendliness addressed through the attitude of providing services to customer
satisfaction. PT KAI is a transportation service that is committed to always
improve the quality service.
The problem in this is research is whether the dimensions of tangible, empathy,
responsiveness, reliability and assurance has influence on passenger satisfaction in
PT KAI economy class AC. The purpose of this study was to determine the
influence dimensions of service quality on passenger satisfaction in PT KAI
economy class AC.
The object in this study is passengers of PT KAI economy class AC. The study
design used is descriptive verification and this research is to find out if there is a
positive effect using multiple linear regression analysis. To view the contribution
of each independent variable using T test and F test
The contribution of variable service quality (X) plays a role in influencing
variable Y (passenger satisfaction) at 53.8% and the rest influenced by other
variables. At T test results found that the variable service quality dimensions (X)
that is tangible, empathy, responsiveness, reliability and guarantee positive effect
on passenger satisfaction variable (Y).
Keywords: Service Quality, Tangibles, Empathy, Responsiveness, Reliability,
Assurance, Passenger Satisfaction.
date: 2016-02-25
date_type: published
publisher: FAKULTAS EKONOMI DAN BISNIS
place_of_pub: UNIVERSITAS LAMPUNG
citation:   MARLIA FITRIANA, 1211011091  (2016) ANALYSIS THE INFLUENCE OF SERVICE QUALITY TOWARDS PASSENGER SATISFACTION (CASE STUDY IN PT.KAI ECONOMY CLASS AC TANJUNGKARANG-KERTAPATI).  FAKULTAS EKONOMI DAN BISNIS, UNIVERSITAS LAMPUNG.     
document_url: http://digilib.unila.ac.id/21427/1/ABSTRACT.pdf
document_url: http://digilib.unila.ac.id/21427/3/SKRIPSI%20FULL.pdf
document_url: http://digilib.unila.ac.id/21427/2/SKRIPSI%20TANPA%20BAB%20PEMBAHASAN.pdf