| dc.contributor.advisor | WIRANATAKUSUMA, DIMAS BAGUS | |
| dc.contributor.author | NIDYAWATI, LENNY INDAH | |
| dc.date.accessioned | 2020-03-03T03:59:49Z | |
| dc.date.available | 2020-03-03T03:59:49Z | |
| dc.date.issued | 2020-02-11 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/32255 | |
| dc.description | Competition in the transportation services business is currently growing rapidly
and advancing. Many companies in similar fields have sprung up so as to make
competition in getting and keeping customers increasingly tight. In order to
survive in the circle of competition, companies must have the ability to provide the
best quality of service in order to increase customer satisfaction. This study aims
to examine the effect of transportation service quality on passenger satisfaction.
The study population was all passengers or users of the UMY fleet bus services.
The sample in this study amounted to 70 people. Data collection instruments
using a questionnaire that was assessed with a Likert scale, each of which has
been tested and has met the requirements of validity and reliability. Data analysis
uses multiple linear regression, hypothesis testing, and Servqual calculations to
determine the value of GAP and then Importance-Performance Analysis (IPA) to
find the 2 attributes that must be considered in the Cartesian diagram. The results
of multiple linear analyzes show that service quality consisting of five variables:
reliability, responsiveness, assurance, empathy, and tangibles have a positive and
significant effect on passenger satisfaction. While the results of the analysis using
the importance performance analysis (IPA) method show that the five variables
used are still not in line with the expectations of passengers and need for
improvement in service quality in order to increase passenger satisfaction. | en_US |
| dc.description.abstract | Competition in the transportation services business is currently growing rapidly
and advancing. Many companies in similar fields have sprung up so as to make
competition in getting and keeping customers increasingly tight. In order to
survive in the circle of competition, companies must have the ability to provide the
best quality of service in order to increase customer satisfaction. This study aims
to examine the effect of transportation service quality on passenger satisfaction.
The study population was all passengers or users of the UMY fleet bus services.
The sample in this study amounted to 70 people. Data collection instruments
using a questionnaire that was assessed with a Likert scale, each of which has
been tested and has met the requirements of validity and reliability. Data analysis
uses multiple linear regression, hypothesis testing, and Servqual calculations to
determine the value of GAP and then Importance-Performance Analysis (IPA) to
find the 2 attributes that must be considered in the Cartesian diagram. The results
of multiple linear analyzes show that service quality consisting of five variables:
reliability, responsiveness, assurance, empathy, and tangibles have a positive and
significant effect on passenger satisfaction. While the results of the analysis using
the importance performance analysis (IPA) method show that the five variables
used are still not in line with the expectations of passengers and need for
improvement in service quality in order to increase passenger satisfaction. | en_US |
| dc.publisher | FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | Reliability, Responsiveness, Assurance, Empathy, Tangibles | en_US |
| dc.title | ANALISIS KEPUASAN PENUMPANG TERHADAP PELAYANAN BUS ARMADA DI UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.type | Thesis
SKR
FEB
45 | en_US |
