ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN JASA PENUMPANG AC PATAS PADA PT. TUNGGAL DARAINDONESIA

Sanggar Pratiwi, Desi (2009) ANALISIS TINGKAT KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN JASA PENUMPANG AC PATAS PADA PT. TUNGGAL DARAINDONESIA. Other thesis, Universitas Sebelas Maret.

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    Abstract

    The development and improvement of transportation service effects the demands of the consumers on the transportation service product. The competition among the transportation companies, especially autobus companies in Wonogiri, also increases. The superiority of PT. Tunggal Dara Indonesia can be seen from the satisfaction level of the customers. If can be determined by the service quality provided by the company. There are 5 dimensions determining the service quality, which are tangible, reliability, responsiveness, empathy and assurance. The purposes of the research are to find out the customers' satisfaction level forward the quality service of AC PATAS bus of PT. Tunggal Dara Indonesia and to know the appropriateness level between the customers interest level and the company's performance specifically on the service quality dimension of AC Patas bus toward PT. Tunggal Dara Indonesia. The research's design is a survey research on 50 respondents conducted in the main office of PT. Tunggal Dara Indonesia Wonogiri.The writer uses descriptive and quantities analysis. Started by a series of data collection using interview, questionare and observation. The research finding's show that most of the consumers is 31-40 years of age female having elementary school and junior high education back ground and working as entrepreneur. The customer's satisfaction level almost reaches 100%. It is seen by the customer's interest appropriateness level and the company's performance showing almost 100%. Based on the importance-Performance analysis theory in cartesius diagram, the main priority factors that should be carried out appropriately to the customer's needs are attributes number 3, 5, 6, 7, 8, 17. The factors that should be maintained are attributes number 1, 9, 10, 11, 12, 13, 14, 15 and 16. The less important factor considered by the passengers but well Bong by the company is attribute number 4, the best factors made by the companies, but it is considered too much by the consumers is attribute number 2.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HG Finance
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > D3 - Manajemen Pemasaran
    Depositing User: Users 842 not found.
    Date Deposited: 19 Aug 2013 18:07
    Last Modified: 19 Aug 2013 18:07
    URI: https://eprints.uns.ac.id/id/eprint/9986

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