SKRIPSI MBS

Pengaruh Customer Experience dan Kualitas Pelayanan Terhadap Kepuasan Penumpang KRL Solo-Yogyakarta

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ABSTRACT

The purpose of this research is to determine (1) The influence of customer experience
on Solo-Yogyakarta KRL passenger satisfaction, (2) The influence of service quality
on Solo-Yogyakarta KRL passenger satisfaction. The population in this study was all

Solo-Yogyakarta KRL passengers. The sampling technique in this research used non-
probability sampling with purposive sampling technique. The number of samples

taken in this research was 100 samples. The data analysis technique uses multiple
regression analysis with the help of the SPSS 23 application.
The results of this research show that: (1) customer experience has a positive and
significant effect on passenger satisfaction. This is proven in the multiple linear
regression test with a value of 0.201 and a calculated t value of 3,087 > t table value
of 1,660 and a significance value of 0.003 < 0.05. (2) service quality has a positive
and significant effect on passenger satisfaction. This is proven in the multiple linear
regression test with a value of 0.414 and a calculated t value of 6,139 > t table value
of 1,660 and a significance value of 0,000 < 0.05. Meanwhile, the variables customer
experience and service quality simultaneously influence passenger satisfaction.

Keywords: customer experience, service quality, passenger satisfaction.

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 LIN p 24

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2024

Deskripsi Fisik

21 cm, 133 Halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Linda Noviana

Versi lain/terkait

Lampiran Berkas

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