ANALISIS SATISFACTION DAN LOYALTY PADA PENGGUNA MODA MASS RAPID TRANSIT JAKARTA: BAGAIMANA PERAN SERVICE QUALITY, FACILITIES, DAN PERCEIVED PRICE?

PATRICIA PUTRI RAHMANITA, . (2025) ANALISIS SATISFACTION DAN LOYALTY PADA PENGGUNA MODA MASS RAPID TRANSIT JAKARTA: BAGAIMANA PERAN SERVICE QUALITY, FACILITIES, DAN PERCEIVED PRICE? Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengkaji pengaruh service quality, facilities, dan perceived price terhadap customer satisfaction dan customer loyalty pada pengguna MRT Jakarta. Metode yang digunakan adalah pendekatan kuantitatif dengan penyebaran kuesioner daring berbasis skala Likert 6 poin. Jumlah responden dalam penelitian ini sebanyak 259 orang, yang dipilih menggunakan teknik purposive sampling dengan kriteria berusia 17–64 tahun, berdomisili di DKI Jakarta, dan telah menggunakan MRT Jakarta minimal tiga kali dalam satu minggu terakhir. Analisis data dilakukan menggunakan metode Structural Equation Modeling (SEM) dengan bantuan SPSS dan AMOS. Hasil penelitian menunjukkan bahwa service quality memiliki pengaruh positif dan signifikan terhadap customer satisfaction. Selanjutnya, facilities juga memiliki pengaruh positif dan signifikan terhadap customer satisfaction. Begitu pula, perceived price terbukti berpengaruh positif dan signifikan terhadap customer satisfaction. Selain itu, service quality memiliki pengaruh positif dan signifikan terhadap customer loyalty. Kemudian, facilities juga memberikan pengaruh positif dan signifikan terhadap customer loyalty. Selanjutnya, perceived price turut berpengaruh positif dan signifikan terhadap customer loyalty. Terakhir, customer satisfaction terbukti memiliki pengaruh positif dan signifikan terhadap customer loyalty. Temuan ini menegaskan pentingnya peningkatan kualitas layanan, fasilitas, dan persepsi harga yang sepadan dalam membangun kepuasan dan loyalitas pengguna MRT Jakarta. This study aims to examine the influence of service quality, facilities, and perceived price on customer satisfaction and customer loyalty among Jakarta MRT users. The method used is a quantitative approach with an online questionnaire based on a 6-point Likert scale. The sample size for this study was 259 respondents, selected using purposive sampling with the following criteria: aged 17–64 years, residing in Jakarta, and having used the Jakarta MRT at least three times in the past week. Data analysis was conducted using Structural Equation Modeling (SEM) with the assistance of SPSS and AMOS. The results of the study indicate that service quality has a positive and significant effect on customer satisfaction. Furthermore, facilities also have a positive and significant effect on customer satisfaction. Similarly, perceived price has been proven to have a positive and significant effect on customer satisfaction. Furthermore, service quality has a positive and significant impact on customer loyalty. Facilities also have a positive and significant impact on customer loyalty. Perceived price also has a positive and significant impact on customer loyalty. Finally, customer satisfaction has a positive and significant impact on customer loyalty. These findings emphasize the importance of improving service quality, facilities, and perceived price in building customer satisfaction and loyalty for Jakarta MRT users.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D. 2). Nofriska Krissanya, S.E., M.B.A.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Patricia Putri Rahmanita .
Date Deposited:	06 Aug 2025 03:09
Last Modified:	06 Aug 2025 03:09
URI:	http://repository.unj.ac.id/id/eprint/58141

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