Analisis Pengaruh Kualitas Jasa pada Kepuasan Pelanggan di Moda Transportasi Publik Trans Jogja
| Main Authors: | , NOVA RIZKY AMALIA, , Dra. Sari Winahjoe Siswomihardjo, M.B.A |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/125859/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=66040 |
Daftar Isi:
- This research purpose is to test the influence of service quality to customer satisfaction in public transportation, Trans Jogja. Based on this research, dimention of service quality that most influence to customer service also known. The sampling method used in this research is non-probability sampling, convenience sampling. Size of sample used is 100 respondents. Simple regression is used to test service quality�s influence towards customer service. Meanwhile, multiple regression is used to seek which dimention of service quality influence customer satisfaction the most. The results of this research show that service quality has positive influence towards customer satisfaction. Meanwhile, credibility is a dimention of service quality that influence customer satisfaction the most.