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Journal : ProBisnis : Jurnal Manajemen

Hubungan Service Excellence dan Fasilitas Transportasi Bus dengan Tingkat Kepuasan Konsumen di PT Makmur Halmahera Medan Br. Sinaga, Ernita Rumenta; Aprinawati
ProBisnis : Jurnal Manajemen Vol. 16 No. 5 (2025): October: Management Science
Publisher : Lembaga Riset, Publikasi dan Konsultasi JONHARIONO

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Abstract

This study aims to analyze the relationship between service excellence and bus transportation facilities with customer satisfaction levels at PT Makmur Halmahera Medan. The research method used is quantitative with a survey approach. Primary data was obtained by distributing questionnaires to 110 respondents selected using purposive sampling, namely consumers who had used PT Makmur Halmahera Medan bus services at least twice in 2025. Data processing was carried out using SPSS software version 29. The analysis results show that simultaneously, service excellence and bus transportation facilities have a positive and significant effect on customer satisfaction. Partially, service excellence has a significant effect with a beta value of 0.316 (sig. 0.000), while facilities have a more dominant effect with a beta value of 0.417 (sig. 0.000). These two variables together contribute 76.5% to customer satisfaction, while the remaining 23.5% is influenced by other factors outside the scope of this study. These findings emphasize the importance of improving service quality and bus transportation facilities in order to increase customer satisfaction.
Co-Authors Abdurrahim Abdurrahim Abdurrahim, Abdurrahim Adelina Lubis Adhitya, Wisnu Rayhan Aditya, Fahmi Afifah, Roihanah Agnes Mika Cristina Br. Manik Agnes Putri Farida Sitorus Agus Rahmadsyah Agus Rahmadsyah Ahmad Ikhsan Abdillah Ahmad Iqbal Abdullah Ahmad Siddik Ahmad Zacky Nasution Aisyah Fatma Neliza Alfahmi, Fikri Alvaro, Muhammad Rafli Amalia, Delvi Dede Amanda Agustin Ambarita, Cristin Melani Br Andri, Andri Angelica, Marisa Anggi Fuzi Nadia Sibuea Apriansyah Sipayung Ardana, Amelia Arief Putra Johavi Damanik Ariko Syahputra Silaen Arsyelan, Fajrig Asima Br Sianipar Asma Nadya Nasution Austin Beyn Beril Jahran Saragih Ayu Triani Hutagalung Bangun Napitupulu Barus, Devi Marsella Barus, Kania Humaira Batubara, Nur Aisyah Betsyeba , Jelitha Br. Sinaga, Ernita Rumenta Chesa Syaqira Makmur Chintia, Ayu Cristin Melani Br Ambarita Damanik, Dearmando Novhero Damanik, Yogi Prasetya Daniel Bintang Tambunan David Lumban Tobing Dea Riskylina Simamora Debby Ayu Andrera Dedy Husrizal Syah, Dedy Husrizal Desti Arliani Dhiyah Faliha Syahira Diki Maulana Dita Amanah Dita Amanah Doly Siregar Eli Agustina Br Tarigan Elvi Lastriani Endang Sriwahyuni Sitompul Etri Br Kaban Evi Maria Marsaulina Br Hutabarat Fadillah Fasha Fadli Agus Triansyah Fadli, Zen Farhan Abdullah Fauzia Agustini Febrian Fadlan Reynaldi Febrian, Habli Ridho Fitri Yani Panggabean Fitria Anisa Putri Fonataba, Putri Waiwini Frans Andreas Purba Geana Syah Putri Br Lubis Girsang, Debora Christine Gita Kusuma Dewi Harahap Grestin Analia Br Togatorop Hafni, Aisya Isnur Hanna Mutiakasih Damanik Hapzi Ali Harahap, Aditia Warwan Harahap, Alya Febrina Harahap, Gita Kusuma Dewi Haryadi - Haryadi Haryadi Haryani Pratiwi Sitompul Hasibuan, Keni Mayori Hia, Tasya Bernatha Hidir Efendi Hilma Harmen Hilma Harmen Hilma Harmen Hilma Harmen Hulu, Nutiwati Hutagalung, Gracella Rosnah S Hutasoit, Enzelika Hutauruk, Nadya Ibnu Hafizh Hasibuan Imamul Khaira Indah Purnama Sari Indriaty Indriaty, Indriaty Ira Sukma Panggabean Iren Moulina Samosir Irvan Riski Marnoran Saragih Irvan Rolyesh Situmorang Israwati, Israwati Jenni Br Situngkir Jonatan Gerald Jui Fivri Purba Kabeakan, Siat Putri Kasah Sigalingging Katherin JR Purba Kelauri, Suastiana Anja khafi puddin Khairunnisa Khairunnisa Kharisma Oktaviani Kodratullah, Muhammad Lintar Kristin, Okta Viani Lastri Octaviani Girsang Liany, Aprilia Putri Lila Ines Geshia Br Ginting Lingga, Rosi Dearan S. Lisa Mutia Sari Lubis, Adelina Lubis, Ahmad Ahmad Suhenri Lubis, Devi Aprilia Lubis, Karina Safitri Luhut Manurung M. Rizky Fernanda Mahyundari, Adha Manalu, Tressia Manik, Enjelia Manik, Rinalia Fauziah Br Manurung, Grace Silvia Manurung, Karina Mhd. Fadillah Ilham Sinaga Milano, Febri Mochamad Rakel Junaedi Muhammad Bukhori Dalimunthe Muhammad Dzaki Zulwaqar Muhammad Ilyas Sapawi Muhammad Lintar Kodratullah Muhammad Rafli Alvaro Muhammad Raihan Muhammad Reza Syahputra Munthe, Yeyen Aprilia Nada Deliza Putri Nafira, Tri Nazwa Nainggolan, Agustina Napitupulu, Putra Jhonatan Mula Jaya Nara Pangihutan Saragih Nasution, Ahmad Zacky Nasution, Putri Suci Yasa Nasution, Usman Nasywa Khalista Natasya, Eva Nelfita, Natasyah Nerva, Souza Al-Gibrani Nisa Artia Nababan Nitasari Lasma Uhur Sidebang Nur Aisyah Batubara Nurul Amalyiah Simanungkalit O Marito Sinurat Oscar Majeovan Surbakti Ovianti, Widya Pandiangan, Gita Panjaitan, Desi Parid Alfarizi Pasaribu, Ronauli Paula Florensia Munthe Prayoga, Wiko Puji Ratno, Puji Purba, Jui Fivri Putra Jhonatan Mula Jaya Napitupulu Putri Elma Putri, Fitria Anisa Putri, Nada Deliza Qatrun Nada Rahma, Khairur Rahma, Zulaika Rahman, Haikal Raihanah Yumni Rama Ardiansiah Tumangger Ramadan, Jizdan Rangga Restu Prayogo, Rangga Restu Ratri Aulia Wijaya Reginawati Sitompul Regita Cahyani Br Karo Sekali Rendy Fachridan Reni Marlina Sianturi Rexa Ananda Sufi Reza Palupi Ridho Rizkillah Ridho Syafrizal Rina Handayani Rinalia Fauziah Br Manik Rinanda Suci Syahfitri Rita Ramadhani Rizky Ramadhan Roma Yana Sitanggang Rosana Vanessa Triyulina Girsang Rosi Dearan S Lingga Rumahorbo, Jonathan Saputra Rumapea, Elsa Oktavera Rumapea, Yesayas Roganda Ryan Alfandi S, Khawarizmi Annadi Sahira, Siti Samosir, Rut Sampurno, Muhammad Akbar Samuel Indra Sitorus Sandriana Aisya Putri Saragih, Austin Beyn Beril Jahran Saragih, Lenti Susanna Saufina Azzahra Zebua Sembiring, Aldira Lidwina Sembiring, Olivia Sembiring, Rinawati Septia Dewi Rahayu Shelyati Shelyati Shezy Ratisya Dwina Siahaan, Sabda Dian Nurani Sianipar, Christina Br Sianturi, Patricia Wanda Sianturi, Reni Marlina Siboro, Indah Putri Sidebang, Nitasari Lasma Uhur Sihombing, Willy Linchon Silitonga, Theresia Putri Silvia Putriani Silitonga Simbolon, Laksmi Yanti Br Sinaga, Arta Yesaro Sinaga, Boy Luisfigo Sinaga, Mhd Fadillah Ilham Sinaga, Mulyati Patresia Sinaga, Sri Rahayu Sinar Lovelya Serawani Lumbantobing Sinulingga, Alexander Siringoringo, Jonathan Franciscus Siti Fauziah Sitompul, Reginawati Sofialola Naibaho Stepanes A Pardede Stephen Malau Suriani Suriani Suriani Suriani syafika Syafika Syafika Syahfitri, Rinanda Suci Syahputra, Muhammad Reza Syahreza, Dina Sarah Syariah Khalisa Adila T Rendy Julian Tabhita Siahaan Tamara Meilita Marpaung Tanjung, Mijy Swandi Tanya ananda syafira Tiara Fadillah Tiarasi Pakpahan Tioma Theresia Tp Bolon Togatorop, Rey Septanislaus Tri Mualim Urbano I.R.S. 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