PENGARUH KUALITAS PELAYANAN PETUGAS DAN FASILITAS STASIUN TERHADAP LOYALITAS PENGGUNA JASA KERETA REL LISTRIK (KRL) MELALUI KEPUASAN PENGGUNA (STUDI DI STASIUN KRL JUANDA, JAKARTA)

WIBOWO, AGUS TRI (2022) PENGARUH KUALITAS PELAYANAN PETUGAS DAN FASILITAS STASIUN TERHADAP LOYALITAS PENGGUNA JASA KERETA REL LISTRIK (KRL) MELALUI KEPUASAN PENGGUNA (STUDI DI STASIUN KRL JUANDA, JAKARTA). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.

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Abstract

ABSTRAK Tujuan penelitian ini adalah untuk mengetahui pengaruh secara signifikan dari kualitas pelayanan dan fasilitas stasiun KRL Juanda terhadap loyalitas pengguna jasa melalui kepuasaan pengguna jasa. Metode penelitian yang digunakan dalam penelitian ini adalah kuantitatif dengan teknik analisis data menggunakan analisis jalur (path analisys). Sampel yang digunakan penelitian ini sejumlah 100 responden. Hasil dari penelitian ini menyatakan bahwa kualitas pelayanan secara langsung memiliki pengaruh terhadap kepuasan pengguna jasa, fasilitas stasiun berpengaruh secara langsung terhadap kepuasan pengguna jasa, kualitas pelayanan secara langsung memiliki pengaruh signifikan terhadap loyalitas, fasilitas stasiun secara langsung memiliki pengaruh terhadap loyalitas, kepuasan pengguna jasa secara langsung memiliki pengaruh terhadap loyalitas, kualitas pelayanan dan fasilitas stasiun secara langsung memiliki pengaruh signifikan terhadap kepuasan pengguna jasa, kualitas pelayanan dan fasilitas stasiun memiliki pengaruh terhadap loyalitas pengguna jasa melalui kepuasan pengguna jasa sebagai variabel intervening. Kata kunci: Kualitas Pelayanan, Fasilitas Stasiun, Loyalitas, Kepuasan Pengguna Jasa ABSTRACT This study is aimed to as to determine the significant effect of service quality and facilities at the Juanda KRL station on service user loyalty through service user satisfaction. There were 100 respondents who participated as the samples of this study. Those samples were chosen using purposive sampling method. The data of the study were collected from the questionnaires that were distributed to all of the participants which were later analyzed using path analysis. The results of this study indicated that service quality directly has a significant effect on service user satisfaction, station facilities have a direct effect on service user satisfaction, service quality directly has a significant influence on loyalty, station facilities directly have an influence on loyalty, service user satisfaction directly have a significant influence on loyalty, service quality and station facilities directly have a significant influence on service user satisfaction, service quality and station facilities have an influence on service user loyalty through service user satisfaction as an intervening variable. Keyword: Service Quality, Station Facilities, Loyalty, Service User Satisfaction

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorSyamsuar, GinanjarNIDN0323106102ginanjar.syamsuar@stei.ac.id
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Unnamed user with username 21160600189
Date Deposited: 22 Sep 2022 02:49
Last Modified: 22 Sep 2022 02:49
URI: http://repository.stei.ac.id/id/eprint/8448

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