ANALISA KEPUASAN PENUMPANG TERHADAP KUALITAS SISTEM PELAYANAN TERMINAL PURABAYA (BUNGURASIH) SURABAYA

  • Monikah Indah Pratiwi Universitas Narotama
  • Atik Wahyuni Universitas Narotama
  • Julistyana Tistogondo Universitas Narotama
Keywords: Passenger Satisfaction, Service Quality System, Purabaya Terminal (Bungurasih) Surabaya

Abstract

Customer satisfaction is important for every service / goods company in the company. Bungurasih Terminal is the busiest bus terminal in Indonesia (with up to 120,000 passengers per day) This study aims to analyze and determine the level of passenger satisfaction with the quality of the Purabaya Terminal service system (Bungurasih) Surabaya. This research is a quantitative research, using a questionnaire as a data collector, the sample used is 100 passengers from various airlines in the study location, namely the Purabaya Terminal Terminal (Bungurasih) Surabaya. Data analysis uses multiple linear regression analysis and hypothesis testing includes t test, f test and multiple determination. Based on the results of the study concluded that the analysis of passenger satisfaction with the quality of the Surabaya Purabaya (Bungurasih) service system measured from 5 dimensions namely Tangible Reliability Responsiviness Assurance and Empathy which can be concluded that the independent variables consisting of Tangibles, Reliability, Responsiveness, Assurance, and Emphaty simultaneously have influence on the dependent variable, namely the quality of service systems.

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Published
2020-04-27