ANALISIS PENGARUH VARIABEL KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BRT SEMARANG MENGGUNAKAN MULTIPLE LINIER REGRESSION (Studi Kasus Bus Rapid Transit (BRT) Koridor 1 Mangkang-Penggaron, Semarang)

RIZKIYAH, IRFA and Susanty, Aries and Budi Puspitasari, Nia (2013) ANALISIS PENGARUH VARIABEL KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BRT SEMARANG MENGGUNAKAN MULTIPLE LINIER REGRESSION (Studi Kasus Bus Rapid Transit (BRT) Koridor 1 Mangkang-Penggaron, Semarang). Undergraduate thesis, diponegoro university.

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Abstract

ABSTRAK BRT Semarang koridor 1 merupakan angkutan umum yang tergolong baru di kota Semarang yang melayani trayek Mangkang-Penggaron. Dalam pelayanannya BRT Semarang masih mengalami beberapa permasalahan yaitu banyaknya keluhan dari pelanggan terkait dengan pelayanan yang diberikan. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Variabel kualitas pelayanan yang digunakan yaitu terdiri dari reliability, responsiveness, assurance, emphaty, dan tangible. Data diperoleh dari pengamatan, wawancara, dan kuesioner yang terdiri dari 41 pertanyaan yang disebar kepada 100 orang responden secara acak. Kemudian, data tersebut dianalisis regresi linier berganda menggunakan SPSS versi 17. Hasil penelitian menunjukkan nilai koefisien determinasi (adjusted R square) sebesar 52,5%. Uji F dengan tingkat signifikansi 0,00<0,05 yang menunjukkan bahwa kualitas pelayanan berpengaruh secara serempak terhadap kepuasan pelanggan. Akan tetapi berdasarkan uji t, variabel yang memiliki pengaruh secara signifikan hanya variabel tangible dan reliability. Berdasarkan analisis regresi linier berganda, variabel yang memiliki pengaruh paling besar yaitu variabel tangible dengan koefisien sebesar 0,355. Hal itu berarti pihak BRT Semarang harus meningkatkan kualitas pelayanan variabel tangible untuk meningkatkan kepuasan pelanggan. ABSTRACT BRT Semarang corridor 1 is the new public transport in Semarang city that served Mangkang- Penggaron project. Actually in that service, BRT Semarang have many problem was many complaint from the customer. The object of this research is to find out the influence of service quality through the customer satisfaction. Variabel of service quality consist of reliability, responsiveness, assurance, emphaty, dan tangible. The data were obtained by observation, interview, and 41 questionnaire by taking of 100 customers in random sampling. Then, data were analyzed by using multiple linier regression by using program SPSS (Statistic Product and Service Solution) version 17. The result shows that the coefficient determinant (Adjusted R square) is 52,5%. The F test with significant level of 0,000<0,05 show that the qualityservice influence the customer satisfaction. However, based on t test variabel tangible and reliabilityhad significant effect. Based on multiple linier regression analysis, the most dominant effect to customer satisfaction is tangible. It is suggested management of BRT Semarang has to increase tangible servive quality to increase the customer satisfaction. .

Item Type:Thesis (Undergraduate)
Uncontrolled Keywords: kepuasan pelanggan, kualitas pelayanan, regresi linier berganda, BRT Semarangcustomer satisfaction, service quality, multiple linier regression. BRT Semarang.
Subjects:T Technology > T Technology (General)
T Technology > TS Manufactures
Divisions:Faculty of Engineering > Department of Industrial Engineering
Faculty of Engineering > Department of Industrial Engineering
ID Code:38673
Deposited By:Mr/Ms teknik industri
Deposited On:27 Feb 2013 15:13
Last Modified:28 Feb 2013 10:16

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