ANALISIS PENGARUH KUALITAS PELAYANAN ANGKUTAN UMUM KUPJ MEDAN TERHADAP KEPUASAN PENUMPANG DENGAN METODE REGRESI LINIER BERGANDA

Pujiarto, Agus (2014) ANALISIS PENGARUH KUALITAS PELAYANAN ANGKUTAN UMUM KUPJ MEDAN TERHADAP KEPUASAN PENUMPANG DENGAN METODE REGRESI LINIER BERGANDA. Undergraduate thesis, UNIMED.

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Abstract

Tujuan Penelitian ini adalah: (1) Menganalisis seberapa besar pengaruh positif kualitas pelayanan yang di tinjau dari variabel fasilitas fisik, perlengkapan, kehandalan petugas atau pegawai, daya tanggap atau respon pegawai, jaminan pihak angkutan umum, dan empati pihak angkutan umum KUPJ terhadap kepuasan penumpang, (2) Mengetahui variabel yang paling berpengaruh dari variabel fasilitas fisik, perlengkapan, kehandalan petugas atau pegawai, daya tanggap atau respon pegawai, jaminan pihak angkutan umum, dan empati pihak angkutan umum KUPJ.Metode pada penelitian ini adalah metode kuantitatif. Sumber data pada penelitian ini adalah penumpang angkutan umum KUPJ Jln.Sisingamaraja km.7,2 Medan. Sumber data diambil dengan menggunakan simple random sampling. Penelitian ini menggunakan metode regresi linier berganda dan dibantu dengan Software SPSS untuk mengolah dan menganalisis data agar lebih mudah memperoleh hasil. Hasil penelitian ini menunjukkan bahwa variabel yang paling berpengaruh terhadap kepuasan penumpang KUPJ km. 7,2 Medan adalah variabel jaminan pihak angkutan umum.Kemudian variabel yang berpengaruh berikutnya adalah Variabel kehandalan pegawai, berpengaruh positif dan signifikan terhadap kepuasan penumpang KUPJ km. 7,2 Medan. Variabel fasilitas fisik berpengaruh positif dan signifikan terhadap kepuasan penumpang KUPJ km. 7,2 Medan. Variabel daya tanggap pihak angkutan umum berpengaruh positif dan signifikan terhadap kepuasan penumpang KUPJ km. 7,2 Medan. Variabel empati pihak angkutan umum berpengaruh positif dan signifikan terhadap kepuasan penumpang KUPJ km. 7,2 Medan.Sedangkan Variabel perlengkapan tidak berpengaruh positif dan juga tidak signifikan terhadap kepuasan penumpang angkutan umum KUPJ km.7,2 Medan. Ini terlihat pada nilai koefisien regresi yang negatif yaitu -0,001 dan nilai t_hitung=-0.015 yang lebih besar dari t_(α⁄2)=2000. Variabel variabel independent (fasilitas fisik, perlengkapan, kehandalan pegawai, daya tanggap pihak angkutan umum, jaminan pihak angkutan umum, empati pihak angkutan umum) mempunyai pengaruh yang signifikan secara simultan (bersama

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorMansyur, Abil197209061999031010
Call Number: 519.536 Puj a
Keywords: Angkutan Umum; Manajemen Kinerja; Standar Pelayanan Angkutan Umum; Analisis Data Kuantitatif; Regresi Linier Sederhana; Tingkat Operasi
Subjects: Q Science > QA Mathematics
Q Science > QA Mathematics > QA801 Analytic mechanics
Divisions: Fakultas Matematika dan Ilmu Pengetahuan Alam > Matematika
Depositing User: Mrs Desy Sry Yani
Date Deposited: 08 Apr 2016 08:34
URI: http://digilib.unimed.ac.id/id/eprint/11816

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