PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA JASA TRANSPORTASI PT. TARA MEGAH MULIATAMA ( TAKSI GEMAH RIPAH) BANDUNG

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA JASA TRANSPORTASI PT. TARA MEGAH MULIATAMA ( TAKSI GEMAH RIPAH) BANDUNG

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Title: PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA JASA TRANSPORTASI PT. TARA MEGAH MULIATAMA ( TAKSI GEMAH RIPAH) BANDUNG
Author: Saptawati, Yanti
Abstract: Physical infrastructure, or often referred to as infrastructure,is a very important part in the community service system. One of these roads as land transport infrastructure, it can views with the construction of roads - new roads such as highways the connect city with other cities and repairs roads outside or inside the city. Transport has a fairly high interest chosen by the community to be used for support daily activities - day. the industry's growth affect has been rapid transport service business. To be able to win the tight competition PT. Tara Megah Muliatama (taxi Gemah Ripah) should be able to improve the quality of service, but in fact the quality of services.PT Tara Megah Muliatama (taxi Gemah Ripah) is still low evidenced by the presence of complaints from consumers. It makes basic PT. Tara Megah Muliatama (taxi Gemah Ripah) to further improve its service to satisfy all our customers, because it is basically an attempt to satisfy consumer is an effort to develop the quality of the goods or services of the company to satisfy the needs of consumers who meet or exceed the criteria desired by consumers. In this research, descriptive research method verificative. With variable service quality research (X) and customer satisfaction (Y). To analyze the above two variables by distributing questionnaires to 100 respondents who become consumers of taxi Gemah Ripah. Then the results of these studies were processed and analyzed using statistical methods, simple regression and Cartesius diagram. From the calculation of SPSS 20 shows that the relationship of service quality to satisfaction taxi Gemah Ripah very strong and the direction that is equal to 0.852. The obtained determination of 72.4%, means that the quality of taxi services Gemah Ripah affect customer satisfaction and the remaining 72.4% influenced by variables - other variables were not examined. Based on the results of a linear regression analysis there is a constant value of 1.076 with a regression coefficient of 0.761 states that every 1% increase quality of service will increase as big as 0.761% customer satisfaction as well and vice versa. Based on the analysis IPA quadrant 4 shows the position of the company is at a low priority. From the results of hypothesis testing can be known value t count of 30.66 is greater than the value of 1,660 t table, so Ho is rejected and Ha accepted, which means a significant relationship between the quality of taxi services Gemah Ripah with consumer satisfaction.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3014
Date: 2014


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