PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JASA BRT TRANSMUSI PALEMBANG

-, Marismiati and Hadiwijaya, Hendra (2013): PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JASA BRT TRANSMUSI PALEMBANG. Published in: JURNAL EKONOMI DAN INFORMASI AKUNTANSI (JENIUS) , Vol. 3, No. 3 (September 2013): pp. 268-281.

Abstract

Quality of service is used as a means to achieve competitive advantage. In improving the quality of services will lead to a likely customer loyalty and attract new customers. The city of Palembang introduced the concept of Bus Rapid Transit (BRT). A form of mass transportation by combining the passenger-oriented station. Underlying issue in this research is "how influence service quality to passenger satisfaction BRT services Transmusi Palembang?" Aims to identify and analyze the effect of service quality on customer satisfaction. The approach used in this study is a survey and descriptive research type on 100 respondents. To test this study using multiple regression and t test and F test The results showed that the quality of service seen from the 5 dimensions: Tangibles, Reliability, Responsiveness, Assurance and Empathy simultaneously and Persia significant effect on customer satisfaction Transmusi BRT services. Responsiveness is the dimension of service quality is the most dominant in influencing customer satisfaction.

• Item Type: MPRA Paper
• English Title: EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION SERVICE BRT TRANSMUSI PALEMBANG
• Language: Indonesian
• Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction
• Subjects: M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M1 - Business Administration; O - Economic Development, Innovation, Technological Change, and Growth > O3 - Innovation ; Research and Development ; Technological Change ; Intellectual Property Rights

References

Ghozali, Imam. 2006. Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang : Badan Penerbit Undip. Kotler, Philip, 2000, Manajemen Pemasaran di Idonesia: Analisis, Perencanaan Implementasi dan pengendalian, Alih Bahasa: A.B. Susanto, Edisi Pertama, Salemba Empat, Jakarta. Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa Teori dan Praktik, Edisi Pertama. Jakarta :Penerbit Salemba Empat. Payne, Adrian. 2000. Pemasaran Jasa (The Essence of Service Marketing), Terjemahan Fandy Tjiptono, Edisi Pertama, Cetakan Pertama. Yogyakarta : Penerbit Andi. Sumarwan, Ujang. 2003. Perilaku Konsumen: Teori dan Penerapannya dalam Pemasaran. Jakarta : Penerbit Ghalia Indonesia. Umar, Husein. 2003. Riset Pemasaran dan Prilaku Konsumen. Jakarta : PT Gramedia. Zeithami, Valarei A., Mary jo Bitner. 2004. Service Marketing: Integrating Customer Focus Across The Fim, 3rdEd. New York : Mc Graw Hill.