INVESTIGASI CUSTOMER SATISFACTION PENUMPANG KAPAL FERRY EXPRESS MERAK-BAKAUHENI

SITI JAMILAH, . (2021) INVESTIGASI CUSTOMER SATISFACTION PENUMPANG KAPAL FERRY EXPRESS MERAK-BAKAUHENI. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh perceived price, trust, service quality, dan customer satisfaction pada penumpang kapal ferry express Merak-Bakauheni. Penelitian ini menggunakan metode kuantitatif. Pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Sampel pada penelitian ini berjumlah 200 orang responden yang telah menggunakan kapal ferry express dalam satu tahun terakhir sebanyak dua kali dan berumur 17 tahun. data analisis menggunakan SPSS versi 22 dan SEM (Structural Equation Model) dari Lisrel 8.8 untuk mengolah dan menganalisis hasil penelitian. Hasil penelitian hipotesis menunjukkan bahwa 1) perceived price berpengaruh signifikan terhadap customer satisfaction; 2) trust berpengaruh signifikan terhadap customer satisfaction; 3) service quality berpengaruh signifikan terhadap customer satisfaction; 4) service quality berpengaruh signifikan terhadap trust; 5) perceived price berpengaruh signifikan terhadap trust: 6) service quality berpengaruh signifikan terhadap customer satisfaction melalui trust; 7) perceived price berpengaruh signifikan terhadap customer satisfaction melalui trust. This research aims to determine the effect of perceived price, trust, service quality, and customer satisfaction on the passengers of the Merak-Bakauheni express ferry. This study uses quantitative methods. Collecting data using a survey method with an instrument in the form of a questionnaire. The sample in this study amounted to 200 respondents who had used the ferry express twice in the past year and were 17 years old. data analysis using SPSS version 22 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research results. The results of the research hypothesis show that 1) perceived price has a significant effect on customer satisfaction; 2) trust has a significant effect on customer satisfaction; 3) service quality has a significant effect on customer satisfaction; 4) service quality has a significant effect on trust; 5) perceived price has a significant effect on trust: 6) service quality has a significant effect on customer satisfaction through trust; 7) perceived price has a significant effect on customer satisfaction through trust

Item Type:	Thesis (Sarjana)
Additional Information:	1) Agung Kresnamurti Rivai P, S.T., M.M ; 2) Shandy Aditya, BIB., MPBS
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 12321 not found.
Date Deposited:	04 Sep 2021 06:23
Last Modified:	04 Sep 2021 06:23
URI:	http://repository.unj.ac.id/id/eprint/19173

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