ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PENGGUNA TAKSI: Studi Kasus: Taksi di Magelang
| Main Author: | KRISTIANTO, NDANDUNG BAGUS |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2015
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/134507/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=77172 |
Daftar Isi:
- Population increasing in Magelang proportional to the number of public transport needs. It is evident from the number of taxis operating in Magelang. It is unfortunate when the taxi business development in Magelang not accompanied by an increase in quality, resulting in complaints from passangers of taxi, this study aims to examine the influence of service quality on satisfaction of taxi passangers. To determine the effects of service quality on taxi user satisfaction then be tested using the dimensions of service quality is a direct evidence/tangible, reliability, responsiveness, assurance, empathy toward satisfaction of taxi passangers. This research was conducted in Magelang by distributing questionnaires to 120 respondents sampling methods using purposive sampling. This research resulted in the multiple regression model can be concluded that independent variable consisting of direct evidence, reliability, responsiveness, assurance, and empathy have an influence positive and significant to satisfaction of taxi passangers. Reliability variable are the most dominant than the direct evidence, tangibles, responsiveness, assurance and empathy. The resulting coefficient of determination is 0.856, which means 86 percent of taxi passanger satisfaction variables explained by changes in variable direct evidence, reliability, responsiveness, assurance and empathy together, while the remaining 14 percent is explained by other variables not included in this study