Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal Wacana, Jurnal Sosial dan Humaniora
Fatchur - Rahman
Dosen Jurusan Manajemen FEUB
Humanities Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
ANALISIS MODEL KEPUASAN PENGGUNA JASA TRANSPORTASI KERETA API EKSEKUTIF JURUSAN MALANG JAKARTA Y. Fitra - Aswara; Fatchur - Rahman; Armanu - Thoyib
Wacana Journal of Social and Humanity Studies Vol. 13 No. 1 (2010)
Publisher : Sekolah Pascasarjana Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (101.769 KB)

Abstract

ABSTRACT   All countries have mixed economies, i.e. a combination of a private and public sector. Most of the public services offered to thr public are performed by an agent appointed by the principal (i.e. local or central government). The service offers may or may not be in line with the preferences of the users, i.e. the c1tizents. Public services are offered to the users based on the double principal‑agent relationship, i.e. citizens‑government, and government‑operator. Purposes of this research are to determine the relationships among customer prefrences, customer satisfaction, and customer segments. Research findings indicate that because the low degree of congruence between customer preferences, the public transportation industry offers low utility, i.e. low overall satisfaction score. Heterogeneity in consumer preferences are reflected in different evaluation of service quality areas and drivers of customer satisfaction.   Keywords: Kualitas jasa, Kepuasan konsumen, Industri jasa, jasa Pubik, Transportasi, Perilaku konsumen
Co-Authors Armanu - Thoyib Y. Fitra - Aswara