Pengaruh Kualitas Pelayanan dan Persepsi Harga terhadap Kepuasan Konsumen Kereta Api Penataran di Stasiun Gubeng Surbaya

Indrawan, Krisna (2019) Pengaruh Kualitas Pelayanan dan Persepsi Harga terhadap Kepuasan Konsumen Kereta Api Penataran di Stasiun Gubeng Surbaya. Undergraduate thesis, Untag 1945 Surabaya.

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Abstract

This study aims to find out and analyze the influence of service quality and price perceptions on the satisfaction of consumers of Penataran trains at Gubeng Surabaya station. This study is a causal associative study using a quantitative approach. Causal associative research in research aims to determine the effect of two or more variables. The sample in this study was 100 people. Data collection by observation and using questionnaires and answers from respondents, namely five-scale scale and data analysis techniques used are multiple linear regression analysis. The data in this study were processed using computer application assistance through the SPSS 16 for Windows program. The results of this study show partially (1) service quality has a significant influence on customer satisfaction. This is evidenced by the table t count of 4.997 greater than t table (4,997> 1,998) (2) the perception of prices does not have a significant effect on customer satisfaction. This is evidenced by the table t count 0.911 smaller than t table 1.998 (0.911 <1.988) (3) with the calculation of the f test shows that the calculated f value is 16.338 greater than f table 3.09.

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