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All Journal Jurnal Manajemen Bisnis dan Kewirausahaan
Seri Warsih
Universitas Tarumanagara
Economics, Econometrics & Finance Social Sciences

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Pengaruh Waktu Tunggu, Harga dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Maskapai XYZ Terminal 1B di Bandara Soekarno Hatta Seri Warsih
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 1, No 1 (2017): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (792.561 KB) | DOI: 10.24912/jmbk.v1i1.4761

Abstract

This study aims to determine the effect of waiting time, price and quality of service to customer satisfaction and analyze the most dominant variable affecting consumer satisfaction. Based on the results of this study is expected to realize the management of companies more effective and efficient. Population in this research is all passengers who use flight service from XYZ terminal terminal 1b at the Soekarno Hatta Airport Tangerang. Sampling technique conducted by the writer is Purpose Sampling, so that in the study only taken 100 passengers using XYZ airline. Method of data collection using questionnaire method and data analysis method using quantitative analysis with hypothesis proof. Hypothesis testing conducted is classical assumption test, multiple linear regression analysis, coefficient of determination (R2), “t” test and “F” test. Based on the results of data analysis and hypothesis testing, it can be concluded as follows: 1) waiting time partially influential and significant to customer satisfaction, 2) price partially influential and significant to customer satisfaction, 3) quality of service partially significant and significant customer satisfaction, 4) waiting time, price and service quality simultaneously have an effect on and significant to consumer satisfaction.
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