PENGARUH TANGIBLE, RELIABILITY DAN EMPATHY TERHADAP KEPUASAN PENUMPANG JASA ANGKUTAN PADA PT PMTOH JURUSAN MEDAN- ACEH TENGAH

WULANDARI, YOLA (2019) PENGARUH TANGIBLE, RELIABILITY DAN EMPATHY TERHADAP KEPUASAN PENUMPANG JASA ANGKUTAN PADA PT PMTOH JURUSAN MEDAN- ACEH TENGAH. Undergraduate thesis, Universitas Negeri Medan.

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Abstract

Penelitian ini dilakukan di Jl Ringroad Gagak Hitam nomor 36 Medan. Penelitian ini bertujuan untuk mengetahui seberapa besar tingkat kepuasan penumpang pada PT PMTOH Jurusan Medan - Aceh Tengah. Populasi dalam penelitian ini yaitu 825 Responden dan metode yang digunakan dalam penelitian ini adalah Random Sampling. Dengan mengambil populasi sebanyak 90 orang untuk dijadikan sampel. Teknik pengumpulan data yang digunakan dalam penelitian ini adalah Observasi, Studi Pustaka, wawancara dan Kuesioner yang diuji validitas dan reliabilitas. Dari hasil uji validitas diperoleh rhitung > rtabel masing- masing pertanyaan dan uji reliabilitas kuesioner yang diperoleh dari rumus Alpha Croncbach massing- masing varibel yaitu X1 sebesar 0,915, X2 sebesar 0,748, X3 sebesar 0,889, dan Y sebesar 0,876. Nilai ini lebih besar dari taraf signifikan rhitung yaitu 0,361. Analisis data yang digunakan adalah Regresi Linear Berganda dengan rumus Y = a + b1 + b2 + b3 + e. Hasil analisis data pada masing- masing variabel diperoleh hasil persamaan Regresi Linear Berganda (Y) = 5,212 + 1,219X1+ 1,609X2 + 1,910X3 + e. Diketahui variabel Tangible, Reliability, Dan Empathy secara bersama- sama berpengaruh terhadap kepuasan konsumen berdasarkan pengujian secara simultan (Uji F) diperoleh Fhitumg sebesar 190,161 atau lebih besar dari Ftabel 3,10 dan memiliki signifikan 0,000 atau lebih kecil dari 0,05. Diperoleh nilai R2 sebesar 0,869 yang berarti X1, X2, X3 menjelaskan pengaruh terhadap Y sebesar 13,1% dipengaruhi oleh variabel- variabel lain yang tidak dimasukkan dalam penelitian ini.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorLubis, Nurul Wardaninidn0014098201
Thesis advisor-, -UNSPECIFIED
Call Number: SK-2019 MNJ 050
Keywords: TANGIBLE, RELIABILITY, EMPATHY DAN KEPUASAN PENUMPANG
Subjects: H Social Sciences > HE Transportation and Communications
H Social Sciences > HE Transportation and Communications > HE199.9 Passenger traffic (General)
H Social Sciences > HE Transportation and Communications > HE323 Transportation geography. Trade routes
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Elsya Fitri Utami
Date Deposited: 18 Sep 2019 09:01
URI: http://digilib.unimed.ac.id/id/eprint/36046

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