ANALISIS PENGARUH HARGA, KEPERCAYAAN DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MIKROTRANS JAK LINGKO (Studi pada pengguna Mikrotrans Jak Lingko di Jakarta Pusat)

Muhammad Aulia, . (2021) ANALISIS PENGARUH HARGA, KEPERCAYAAN DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MIKROTRANS JAK LINGKO (Studi pada pengguna Mikrotrans Jak Lingko di Jakarta Pusat). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The Jak Lingko Microtrans service underwent adjustment during the Covid-19 pandemic by implementing health protocols. Microtrans Jak lingko is an integrated public transportation that operates under Transjakarta, part of the Jak Lingko system. This research with a quantitative approach aims to determine, prove, and analyze the effect of price, trust, and service quality on customer satisfaction of Microtrans Jak Lingko in Central Jakarta. By using purposive sampling method, there was 75 respondents in this study. Descriptive analysis techniques and inferential analysis using partial least square are used to analyze the data that has been collected through the distribution of questionnaires. The significance level is set at 5%, and the SmartPLS (v.3.30) software was used to analyze the data. The results show that : (1) Price has a positive and significant effect on customer satisfaction with a path coeeficient of 0,421. (2) Trust has no effect on customer satisfaction with a path coefficient of 0,165. (3) Service quality has a positive and significant effect on customer satisfaction with a path coefficient of 0,354. The price, trust, and service quality have a coefficient determenation of 68.1% in influencing customer satisfaction, while the remaining 31,9% is influenced by other variables.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil : 1710111164] [Ketua Penguji : Alfatih S Mangabarani] [Penguji I : Rosali] [Penguji II (Pembimbing) : Heni Nastiti]
Uncontrolled Keywords: Price, Trust, Service quality, Customer Satisfaction
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Muhammad Aulia
Date Deposited: 21 Jan 2022 02:50
Last Modified: 21 Jan 2022 02:50
URI: http://repository.upnvj.ac.id/id/eprint/12775

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