PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN BUS PO INTRA JURUSAN MEDAN-PEMATANG SIANTAR

SAMOSIR, BINTANG (2020) PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN BUS PO INTRA JURUSAN MEDAN-PEMATANG SIANTAR. Undergraduate thesis, Universitas Negeri Medan.

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Abstract

Permasalahan dalam penelitian ini adalah masih rendahnya kualitas pelayanan dan nilai pelanggan bus PO INTRA Jurusan Medan-Pematang Siantar. Tujuan penelitian ini untuk mengetahui seberapa besar pengaruh Kualitas Pelayanan dan Nilai Pelanggan terhadap Kepuasan Pelanggan Bus PO INTRA Jurusan Medan-Pematang Siantar. Populasi dalam penelitian ini adalah pelanggan yang pernah menggunakan bus PO INTRA Jurusan Medan-Pematang Siantar, sedangkan ukuran sampel ditentukan berdasarkan rumus Yamane dan diperoleh besarnya sampel 100 orang. Metode pengumpulan data menggunakan studi pustaka, dokumentasi, kuesioner, wawancara dan observasi. Sementara teknik analisis data yang digunakan uji asumsi klasik, automatic linear modelling, dan uji hipotesis. Hasil penelitian menunjukkan bahwa variabel penelitian kualitas pelayanan (X1) berpengaruh secara signifikan secara parsial terhadap kepuasan pelanggan dengan nilai thitung sebesar 3,247 > ttabel sebesar 1,984 dengan taraf signifikan 0,002 < 0,05. Sama halnya dengan variabel nilai pelanggan (X2) berpengaruh signifikan dengan nilai thitung sebesar 6,916 > ttabel 1,984 dan taraf signifikan 0,000 < 0,05. Secara simultan variabel kualitas pelayanan dan nilai pelanggan terdapat pengaruh signifikan terhadap kepuasan pelanggan dengan nilai Fhitung sebesar 52,527 > Ftabel 3,09 dengan taraf signifikan 0,000 < 0,05. Berdasarkan uji automatic linear modelling variabel nilai pelanggan berpengaruh lebih besar terhadap kepuasan pelanggan.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorRezeki, Srinidn0006037202
Keywords: Kualitas Pelayanan, Nilai Pelanggan, dan Kepuasan Pelanggan
Subjects: H Social Sciences > HE Transportation and Communications > HE5601 Automotive transportation Including trucking, bus lines, and taxicab service
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Cut Lidya Mutia
Date Deposited: 28 Apr 2021 06:27
URI: http://digilib.unimed.ac.id/id/eprint/41954

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