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All Journal Jurnal Presipitasi : Media Komunikasi dan Pengembangan Teknik Lingkungan Diponegoro Journal of Management Jurnal Ilmiah Mahasiswa FEB EKONOBIS (JURNAL EKONOMI DAN BISNIS) Erudio: Journal of Educational Innovation Jurnal Dimensi JURNAL KEPEMIMPINAN DAN PENGURUSAN SEKOLAH EDUFORTECH Jurnal Hukum Magnum Opus Jurnal Sosial Humaniora Sigli Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Abdi Insani PUBLIKASI PENELITIAN TERAPAN DAN KEBIJAKAN Journal of Digital Marketing and Halal Industry Journal of Intelligent Computing and Health Informatics (JICHI) Jurnal Teknik Informatika (JUTIF) Elastisitas Jurnal Ekonomi Pembangunan Jernih : Jurnal Tugas Akhir Mahasiswa Tafkir: Interdisciplinary Journal of Islamic Education JIKEM: Jurnal Ilmu Komputer, Ekonomi dan Manajemen Journal of Health Community Service JURNAL ELEKTRO DAN INFORMATIKA SWADHARMA (JEIS) Collegium Studiosum Journal Bureaucracy Journal : Indonesia Journal of Law and Social-Political Governance Jurnal Puan Indonesia Jurnal Pengabdian Inovasi dan Teknologi Kepada Masyarakat Jurnal Ekonomika Dan Bisnis Jurnal Manajemen, Organisasi, Dan Bisnis Malcom: Indonesian Journal of Machine Learning and Computer Science SUARGA : Studi Keberagamaan dan Keberagaman Jurnal Konstanta : Ekonomi Pembangunan Eduvest - Journal of Universal Studies Jurnal Pengabdian Masyarakat Bangsa Jurnal Oportunitas : Ekonomi Pembangunan Coastal and Marine Journal Welfare State Jurnal Hukum Jurnal Paramaedutama Jurnal Pengabdian Masyarakat Linguapedia Jurnal Witana NuCSJo : Nusantara Community Service Journal JIMT: Jurnal Informatika, Multimedia dan Teknik Nusantara Computer and Design Review JILMATEKS Jurnal Ilmiah Mahasiswa Teknik Sipil
Muhammad Firmansyah, Muhammad
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Journal : Diponegoro Journal of Management

 1 
PENGARUH KUALITAS PELAYANAN INTI DAN KUALITAS PELAYANAN PERIFERAL MELALUI KEPUASAN KONSUMEN PADA MINAT MEREFERENSIKAN (Studi Pada Bus Transjakarta Koridor I) Firmansyah, Muhammad; Khasanah, Imroatul
Diponegoro Journal of Management Volume 5, Nomor 4, Tahun 2016
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The research problem is the number of complaints in Transjakarta passengers on service quality does not go get a solution, although the busway has been operating for 12 years. Proven still found some bus and bus facilities are uncomfortable as well as facilities such as the strip is not sterile and damaged separator, which impact on decreasing the number of Transjakarta bus passengers in 2012 and 2014. This phenomenon is a manifestation of lack of user satisfaction Transjakarta during which felt that quality of services provided Transjakarta management has not been able to meet public expectations.This study aims to 1) examine empirically and analyze the quality of core services to customer satisfaction; 2) empirically examine and analyze the impact of service quality peripherals to customer satisfaction; and 3) examine empirically and analyze the effect of customer satisfaction on interest reference. The population in this study are all service users Transjakarta bus corridor 1 that a minimum of once using Transjakarta bus corridor I 10 times. The sample used as many as 300 people, who divided the morning 100 passengers, 100 passengers during the day and 100  passenger afternoon.The results using SPSS shows; 1) the quality of core services direct positive impact on consumer satisfaction Transjakarta users of transport services (Y1). It provides direction that the H1 can be accepted; 2) the quality of core services direct positive effect on the interests of consumers referencing Transjakarta users of transport services. It provides direction that H2 is acceptable; 3) quality of service peripheral direct positive impact on consumer satisfaction Transjakarta users of transport services. It provides direction that the H3 is acceptable; 4) quality of service peripherals (X2) has positive effect directly against the interests of consumers referencing Transjakarta users of transport services. It provides direction that H4 is acceptable; 5) customer satisfaction has positive influence on consumer reference interest Transjakarta users of transport services. It provides direction that H5 is acceptable; 6) the quality of core services referenced positive influence on consumer interest Transjakarta users of transport services through customer satisfaction. It provides direction that H6 is unacceptable, so the variable customer satisfaction serves as an intervening variable; 7) quality of service peripheral positive effect on consumer reference interest Transjakarta users of transport services through customer satisfaction. It provides direction that H7 can be received, so that variable customer satisfaction serves as an intervening variable.
Co-Authors A, Oky Yudi Abdurrahman, Muhammad Farhan Abiyah, Indra Adib Achmad, Amsakar Adhitya Bagus Singandaru Adibrata, Sudirman Ainul Yaqin Ali Rahman Alpino Susanto, Alpino Amri Gunasti Amrillah Andika Andika Andika, Sri Apriani, Isna Apriyandi, Putra Arif Maulana, Arif Arif Rahman Hakim Aslimah, Aslimah Aulia, Nur Afti Az Zahra, Alifia Azizah, Nur Jannah Bagus, Wahyu Bahrudin, Nugi Bhaskara, Renaldi Surya Budi Setiawan, Arip Burga, Muhammad Alqadri Catur Fatchu Ukhriyawati Chairul Abdi Dhendra Marutho Dyo Arga Nata, Muhamad EMI SALMAH Eri Sasmita Susanto Ervin Nora Susanti, Ervin Nora Farizki, Daniel Achmad Fikri, Sultoni Firdausy, Muhammad Abrar Firmansyah, Esa Frans Simangunsong Gandhi Sutjahjo Guchy, Restia Octane Gunawan, Bambang Ady Hadi, Moch. Aminuddin Haq, Ahmad Khoir Al hartanto hartanto Hendarti, Hendarti Herdinov, Adam Hidayat, Ali Akbar Hidayat, Lutfi Alvian Hikmawati, Inayah Himawan Sutanto, Himawan Ika Kartika Ilham, Ahmad Imroatul Khasanah Irhash, Irhash Irwan Irwan Ismaili, Ismaili Iwan Harsono Jati, Dian Rahayu Karim, M. Ainul KARISMAWAN, PUTU Khairunisa, Assavira Kusdiyanti, Erma L, Adinda Fitriyah Laily Purnamasari, Dewi Lubis, Almatia Efendi M. Irwan M. Irwan, M. Irwan Mahmudi, Hadi Maria, Linda Masrun Masrun masrun Maulana Al Aby, Theo Mauliddin, Rizky Akbar Maulidia, Vera Mizwar, Andi Mochammad Machlul Alamin MUAIDY YASIN, MUAIDY Muftiadi, M. Rizza Muhammad Agreindra Helmiawan Muhammad Aria Wahyudi Muhammad Iqbal Muhammad Sri Wahyudi Suliswanto Muin, Suriati Abd Musyoliha, Tuti Muzakar, Muzakar Nabela, Nabela Nabilat En Najla, Aura Nasir Hamzah Nasrul, Herni Widiyah Nilawati, Indah Nirtha Nofitasari, Solehati Nopi Stiyati Prihatini Nova, Kiky Rizky Nugraha, Nanda Nugraha, Thomas Fajar Nur Fahruqi, M. Nur Tjendani, Endah Nur, Alqadri Nuraulia, Nasyah Nurul Hasanah Octavia, Azella Nosih Paramita Sari, Paramita Paratama, Faradillah Perangin-angin, Robet Prabowo, Ien Yus Rizal Pramesti, Adelia Widya Prawira, Nurul Adi Prayitno Basuki, Prayitno Purnama, Isnan Purwanti, Irna Putra, Surya Dwi Putri, Megawati Listyana Qurrotul Aini Rahman, Ali Rasyidin, Mukhammad Hafid Rianto, Yan Ridwan Afandi Rijal, Muhammad Nor Ripai, Muhamad Rishan Adha Riza Miftahul Khair Rizki Eka Putra, Rizki Eka Rizky Firdaus, Rizky Rizqi Puteri Mahyudin Rosdiana Rosdiana S, Raja Eko Dwi SABINA, VINA Sadiq, Ahmad Safitri, Nur Aprilia Sahri Sahri Sahri Sahrudin, Sahrudin Saputra, Irwansyah Sari, Nova Puspita Savira, Aora Septiyani, Santi Sikin, Muhamad Simamora, Andika Sri Langgeng Ratnasari St. Maryam, St. Subhan Purwadinata, Subhan Suhana Suhana Supardi, Sudarman Suphia, Suphia Suriani, Suci T, Thoyyibah Tanjung , Yanto Titi Yuniarti, Titi Ul Walidaien, Syifa Ulfa, Yakut Nahdiana Ulumuddin, Mochammad Fatih Wahidin Wahidin Wahyuni , Hera Watono Widari, Baiq Widyanor, Julian Yahya, Helmi Yusuf, Maskur Zara Tania Rahmadi