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Journal : Business Perspective Journal

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Pengaruh Service Excellent dan Fasilitas terhadap Customer Satisfaction Penumpang Kelas Ekonomi Supriyadi, Agus; Irmadiani, Nadia
Business Perspective Journal Vol. 4 No. 1 (2024): Business Perspective Journal
Publisher : Prodi Administrasi Bisnis FISIP Universitas Tulang Bawang Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37090/bpj.v4i1.1661

Abstract

This study aims to determine the effect of Service Excellent and Facilities on Customer Satisfaction (Y) on economy class passengers at Poncol Station PT Kereta Api Indonesia (Persero) DAOP IV Semarang. This research uses descriptive research type. The population in this study consisted of economy class train passengers at Poncol Station which amounted to 919,357 passengers. The sampling technique used in this study was non-probability sampling, with a sample size of 100 respondents. The results of statistical analysis show that Service Excellent has a positive and significant influence on Customer Satisfaction, with a significance value of 0.000 and t count of 8.452, which exceeds the t table value of 1.984. Similarly, the effect of Facilities on Customer Satisfaction is also proven to be significant, with a significance value of 0.000 and a t-statistic of 3.887, which exceeds the t table value of 1.984. The Coefficient of Determination analysis shows that 71.2% of Customer Satisfaction can be explained by Service Excellent and Facilities, while the remaining 28.8% is influenced by other variables. In addition, the F test results show that the Service Excellent and Facility variables simultaneously (together) have a significant influence on Customer Satisfaction, with a calculated f value of 120.040 which exceeds the f table value of 3.09. In conclusion, this study confirms that Service Excellent and Facilities have an important role in increasing Customer Satisfaction on economy class passengers at Poncol Station PT Kereta Api Indonesia (Persero) DAOP IV Semarang. These findings can provide valuable insights for companies in improving service quality and facilities to meet customer expectations and satisfaction. Keywords: service excellent, facility, customer satisfaction
Co-Authors Abdul Malik Abdul Muis Abdullah , Humaira DJ Abrianto, Heri Achmad Basuki Aditya, Sri Praba Agung Budi Muljono Agus Setiya Budi, Agus Setiya Aisyah, Nur Siti Amir, Rini Angga Rizky, Agus Anwar, Indry Widyasti Arfandi Arfandi, Arfandi Arifatunurrillah, Aldilla Astarina, Ivalaina Aswan Supriyadi Sunge Bagus Adi Pamungkas Cirella, Giuseppe T Corrina, Fatti Dian Indiyati Edy Purnomo Edy Purwanto Eka Darmana, Eka Eka Wahjuningsih Eriyanto, Eriyanto Guznan, Mahendra Habibatul Islamiyah, Ummi Hapsila, Angga Harjian, Muhammad Rivaldi Haslindar, Yoga Sabraina Hermanto Hermanto Herucahyo, Dwi Putra Hi Mumamad, Hujaefa Hidayanti, Fitria Hidayati, Titiek Rohanah Irmadiani, Nadia Jatnika, Ika Juwita, Melda R Kardi, Irmawati Kardiatun, Tutur Khotibul Umam Kusno Adi Sambowo La Ode Baytul Abidin Listyorini, Listyorini Magvirah Octasary Mahmud, Toni Anwar Marliana, Intan Maharani Dian Marwanto, Ary Masbudi, Masbudi Masbudi, Masbudi Mirati, R. Elly muchtar, ali masjono Muhammad Muttaqin Muhammad Nashirudin, Muhammad Muhammad Ramli Muttaqien, Adi Yusuf Nidya Dudija Nugraha, Lanjar Aji Nurnawati Hindra Hastuti Octaviyanto, Fauzi Ardi Parijo . Pradika, Jaka Prasetyo, Faishal Shiddiq Rachman, Nissa Zahra Ramadhani, Muhammad Fauzan Ramadhani, Muhammad Fauzan Remofa, Yudha Repi, Viktor Vekky Ronald Rizki, Annisa Safitri, Susi Salamet, R. Apit Rahmat Samsudin Hi Adam Sari, Fitria Wulan Sekar Arum, Sekar Senot Sangadji, Senot Sholeha, Maratus Sholeha, Mar’atus Sihabuddin, Sihabuddin Stefanus Adi Kristiawan Sumbayak, Klaudia Anggita Supardi Supardi Syaeful Karim, Syaeful Syaiful Anam Tapain, Sitinur Ajijah Tauda, Sulasti Tedi, Nanang Vidyasari, Rahmanita Wang, Tao Widiyowati, Estu Wulan Sari, Fitria Yanuardi Yanuardi Zainal Abidin Zainuddin .