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All Journal E-Jurnal Matematika
ZANUAR SEPTYADI
Universitas Udayana
Mathematics

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FAKTOR-FAKTOR KEPUASAN PENGGUNA TERHADAP KUALITAS PELAYANAN DI TERMINAL MENGWI BADUNG ZANUAR SEPTYADI; I GUSTI AYU MADE SRINADI; KETUT JAYANEGARA
E-Jurnal Matematika Vol 9 No 2 (2020)
Publisher : Mathematics Department, Faculty of Mathematics and Natural Sciences, Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/MTK.2020.v09.i02.p290

Abstract

Customer satisfaction is the level of customer feeling towards the evaluation of perceived discrepancies between performance or perceived results compared to expectations. Quality is the level of excellence expected to meet customer desires which is a dynamic condition related to products, services, people, processes and the environment that meets or exceeds expectations. Factor analysis is a multivariate analysis method based on correlations between variables. This study discusses the factors of customer satisfaction with service quality in the Mengwi Badung Station. The factors of user satisfaction with the quality of service at the Mengwi Badung Station are caring, physical condition, guarantee, reliability, and responsibility factors.
Co-Authors I Gusti Ayu Made Srinadi Ketut Jayanegara