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Fadlilah Utami
Universitas Islam Sultan Agung Semarang
Economics, Econometrics & Finance

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PENINGKATAN KEPUASAN PENUMPANG BUS RAPID TRANSIT (BRT) SEMARANG Fadlilah Utami; Alifah Ratnawati
Jurnal Ekonomi dan Bisnis Vol 17, No 1 (2016): jurnal ekonomi dan bisnis
Publisher : Department of Management, Faculty of Economics, Universitas Islam Sutan Agung, Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30659/ekobis.17.1.47-53

Abstract

This study aim stodetermine the effect ofservice quality dimensions as seen from five dimensionsofphysical evidence/tangible, durability/reliability, responsiveness, assurance, and empathytowards Bus Rapid Transit passengers. Inthis study, data were collectedby using question naireto 96 respondents, which aims to determine the response of the respondents toeachvariable.The analysis which is used,includevalidity test, reliability test,classic assumptions test(multicollinearity, normality, heteroscedasticity), multiple linear regression analysis, goodnessof fittest (F test, ttest, the coefficientof determination). From the result that using the regressionanalysis showed that the variables of physical evidence / tangible, durability / reliability,responsiveness,assurance, and empathy, all have positive and significant of BRT passengerssatisfaction. With the influence of 56.3% while43.7%are influenced by other variables.Keywords:service quality,customersatisfaction, mass transportation
Co-Authors Alifah Ratnawati