PENGARUH KUALITAS PELAYANAN KONSUMEN TERHADAP TINGKAT KEPUASAN KONSUMEN TRANSPAKUAN BISKITA (Survei Pada Penumpang Transpakuan Biskita Bogor)

Fadjri Ramadhan, . (2025) PENGARUH KUALITAS PELAYANAN KONSUMEN TERHADAP TINGKAT KEPUASAN KONSUMEN TRANSPAKUAN BISKITA (Survei Pada Penumpang Transpakuan Biskita Bogor). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

THE INFLUENCE OF SERVICE QUALITY ON BISKITA TRANSPAKUAN CUSTOMER SATISFACTION (Survey of Biskita Bogor Transpakuan Passengers) FADJRI RAMADHAN ABSTRACT This study seeks to assess the degree to which service quality affects consumer satisfaction for Transpakuan Biskita in Bogor City. This study is grounded in the significant need for quality public transportation in cities, facing challenges of traffic congestion and a lack of interest in utilizing public transit. This research uses a quantitative method featuring a survey technique and basic linear regression analysis. A total of 140 participants were chosen through accidental sampling. The independent variable is the quality of service, which encompasses aspects such as reliability, responsiveness, assurance, empathy, and tangibles. Research results demonstrate a substantial and significant impact of service quality on customer satisfaction, with a significance value of 0.000 and a coefficient of determination (R²) of 0.566. In other terms, 56.6% of the variance in client satisfaction may be attributed to the quality of service. The meeting's outcomes indicate that an enhancement in service quality correlates with a rise in customer satisfaction levels. This research advances the formulation of Public Service Strategies for mass transportation to better align with user needs. Keywords: Service Quality, Consumer Satisfaction, Public Transportation, Transpakuan Biskita.

Item Type: Thesis (Skripsi)
Additional Information: [No Panggil : 1810411127] [Pembimbing : Ana Kuswanti] [Penguji 1 : Rini Riyantini] [Penguji 2 : Anindita Lintangdesi Afriani]
Uncontrolled Keywords: Service Quality, Consumer Satisfaction, Public Transportation, Transpakuan Biskita.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HE Transportation and Communications
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1)
Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1)
Depositing User: FADJRI RAMADHAN
Date Deposited: 12 Sep 2025 02:08
Last Modified: 12 Sep 2025 02:08
URI: http://repository.upnvj.ac.id/id/eprint/40249

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