PENGARUH KEPUASAN KONSUMEN TERHADAP PERILAKU WOM (WORD OF MOUTH) KONSUMEN JASA ANGKUTAN BIS ANTAR KOTA ANTAR PROPINSI KELAS EKSEKUTIF DI PO ROSALIA INDAH TAHUN 2010

Huda, Furqan (2011) PENGARUH KEPUASAN KONSUMEN TERHADAP PERILAKU WOM (WORD OF MOUTH) KONSUMEN JASA ANGKUTAN BIS ANTAR KOTA ANTAR PROPINSI KELAS EKSEKUTIF DI PO ROSALIA INDAH TAHUN 2010. Other thesis, Universitas Sebelas Maret.

[img] PDF - Published Version
Download (1747Kb)

    Abstract

    Furqan Huda. INFLUENCE ON THE BEHAVIOR OF CUSTOMER SATISFACTION WOM (word of mouth) CONSUMER SERVICES BIS INTER CITY TRANSPORT BETWEEN PROVINCES IN EXECUTIVE CLASS PO Rosalia Indah IN 2010, Thesis. Surakarta: Fakultas Keguruan dan Ilmu Pendidikan Universitas Sebelas Maret, January.2011. The purpose of this study was to determine (1) how much the level of consumer satisfaction with passenger transport services between the provincial inter-city bus executive class at PO Rosalia Indah, (2) whether the level of consumer satisfaction (dissatisfied, satisfied and very satisfied) affected the behavior of word of Consumer mouth passenger transport services between the provincial inter-city bus executive class at PO Rosalia Indah. This type of research conducted by the authors is quantitative descriptive study with data collection techniques in the form of questionnaires.The population of this study are all consumer users of the PO service.Rosalia Indah especially the executive class in 2010.In this study, the large number of samples were obtained for 100 respondents. Try outs are conducted on 30 respondents in the population, with valid and reliable results. The technical analysis of the data used is the technique of IPA (Importance Performance Analysis) and multiple regression techniques. Based on the results of this study concluded that (1) consumer service users PO.Rosalia Indah were satisfied with the performance they received because the level of performance given by the PO.Rosalia Indah is in conformity with the interests of consumers.This is reflected by the analysis match between the level of performance to the level of consumer interests which give the results of 107.7%, (2) the calculation of data for variable reliability has a significance level of 0.002, the variable responsiveness has a significance level of 0.002, the belief variables have a significance level of 0.004, 0.000 significance level empathy variable, the variable tangible significance level 0.001.Therefore, the probability (reliability, responsiveness, assurance, empathy, tangible) is smaller than 0.05, it can be argued that the variables (reliability, responsiveness, assurance, empathy, tangible) partially affected the behavior of Word Of Mouth, (2) Test Results F obtained probability value of 0.000.Because the probability value (0.000) is smaller than 0.05, then Ho is rejected, so it can be concluded that the variable reliability, responsiveness, assurance, empathy, tangible effect simultaneously to the behavior of Word Of Mouth.

    Item Type: Thesis (Other)
    Subjects: L Education > L Education (General)
    Divisions: Fakultas Keguruan dan Ilmu Pendidikan
    Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Ekonomi
    Depositing User: AB Kusuma
    Date Deposited: 15 Jul 2013 17:39
    Last Modified: 15 Jul 2013 17:39
    URI: https://eprints.uns.ac.id/id/eprint/4303

    Actions (login required)

    View Item