PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA CV. RATU INTAN PERMATA JAMBI

Olivia Chang, Olivia Chang (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG PADA CV. RATU INTAN PERMATA JAMBI. skripsi thesis, Universitas batanghri.

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Abstract

ABSTRACT (OLIVIA CHANG / 1600861201009 / Marketing Management / The Influence of Service Quality on Passengers' Satisfaction at CV. Ratu Intan Permata Jambi / Mrs. PUPU SOPINI, S.E., M.M., as Advisor I, and Mr. RIKO MAPPADECENG, S.E., M.M., as Advisor II.) This research aims to know: (1) the quality of service and passenger satisfaction, (2) the influence of the quality of service on passenger satisfaction from CV. Ratu Intan Permata Jambi. This study uses associative methods with quantitative approaches. The data collection technique uses questionnaires that have been tested for validity and reliability, with a sample number of 100 people, who are passengers of the CV. Ratu Intan Permata Jambi. Due to the many needs to travel from one city to another and the relatively cheaper cost of road travel, CV. Ratu Intan Permata Jambi opened its representatives almost all over the city in Sumatra. The company has a 90% stake held by Ricky Mulyanto, a Chinese descendant citizen from Jambi. The existence of convenience and low prices in the use of road travel services causes demand for tickets to continue to increase. In 1999, CV. Ratu Intan Permata opened its first representative in Jambi City, with the main office in front of the Harisman Hotel Jambi, which is located at Jalan Professor M. Yamin No. 26, Lebak Bandung, Jelutung, Jambi City, 36142. Based on the results of calculations using (SPSS 2.2), a simple linear regression was obtained in the form of: Y = 0,402 + 0,861X. Then, a Coefficient of Determination (R2) of 0,635, t-count value of 12,993 and a t-test value of 1,66039 and is in a positive direction, which means that the participants’ sat isfact ion is influenced by the service quality given. The Quality of Service of CV. Ratu Intan Permata Jambi is in the Good category, with a total score of 12,286 and an average score of 372,30. And the Passenger Satisfaction of CV. Ratu Intan Permata Jambi is in the Good category, with a total score of 4,572, and an average score of 381.

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