Analisis persepsi kualitas pelayanan jasa terhadap kepuasan konsumen pengguna bus malam cepat sedya mulya

Nugroho, Wahju (2009) Analisis persepsi kualitas pelayanan jasa terhadap kepuasan konsumen pengguna bus malam cepat sedya mulya. Masters thesis, Universitas Sebelas Maret.

[img] PDF - Published Version
Download (363Kb)

    Abstract

    The research aim (1) to define five the dimension effect of service quality (tangibles, reliability, responsiveness, assurance and emphaty)to give positive effect together within passengers satisfaction. (2) to define five the dimension effect of service quality (tangibles, reliability, responsiveness, assurance and emphaty)to give positive effect individual within passengers satisfaction. (3) to define five the dimension effect of service quality (tangibles, reliability, responsiveness, assurance and emphaty) where dimension has strongest effect within passengers satisfaction. The result of this research can be used as information and reference to evaluate service quality which has been given to its consumens. The evaluation result can be beneficial to improve its service quality. Whereas for either academy or researcher, expected that the result of this research can broaden their horizon, knowledge, and give information or input toward advanced and related research. This research carries out in Biro Perjalanan Umum Sedya Mulya sample that appointed with accidental sampling method with use sample about 100 respondent. Data collection method that used within this research with employ questionnaires that shared to respondent for further fill by respondent while data analysis method that used consist research instrument analysis that consist from validity test and reliability test and hypothesis test, multiple linier regression, F test, t test, and chi-square. Three hypothesis proposed in this research are (1) The dimension (tangibles, reliability, responsiveness, assurance and emphaty)is together to give positive and significant effect within passengers satisfaction. (2) The dimension (tangibles, reliability, responsiveness, assurance and emphaty)is individual to give positive and significant effect within passengers satisfaction. (3) Responsiveness dimension has strongest effect equal dimension (tangibles, reliability, assurance and emphaty) within passengers satisfaction. Hypothesis test indicates that (1) The dimension of service quality (tangibles, reliability, responsiveness, assurance and emphaty) is together apositive effect and significant within passengers satisfaction. (2) The dimension of service quality (tangibles, reliability, responsiveness, assurance and emphaty) the individual apositive effect and significant within passengers satisfaction. (3) Responsiveness dimension to give has strongest equal within passengers satisfaction.

    Item Type: Thesis (Masters)
    Subjects: L Education > L Education (General)
    T Technology > T Technology (General)
    Divisions: Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Users 837 not found.
    Date Deposited: 15 Jul 2013 06:48
    Last Modified: 15 Jul 2013 06:48
    URI: https://eprints.uns.ac.id/id/eprint/4225

    Actions (login required)

    View Item