PENGARUH KUALITAS PELAYANAN DAN HARGA JASA TRANSPORTASI TERHADAP KEPUASAN PELANGGAN PADA RUTE MERAK – BANDARA SOEKARNO HATTA DI PERUM DAMRI KANTOR CABANG SERANG

  • Fuadi Fuadi Sekolah TInggi Ilmu Ekonomi Banten

Abstract

This study aims to determine how much influence the quality of service on customer satisfaction at the Damri Public Corporation Serang Branch Office, how much influence the price on customer satisfaction Damri Branch Office Serang, how much influence the quality of service and prices on customer satisfaction at the Damri Branch Office Serang. The independent variable in this study is Service Quality and Price, the dependent variable in this study is Customer Satisfaction.

The results of testing the hypothesis in the t test or partial test is the effect of Service Quality on Customer Satisfaction at the Damri Public Corporation Serang Branch Office obtained tcount of 2.860 and t table of 1.659 with a level of significance with a significance level (0.005 <0.05). While the influence of the Price on Customer Satisfaction at the Damri Public Office, Serang Branch Office obtained the value of t count 4.576 and t table was 1.659 with a significance level (0.000 <0.05). Testing hypotheses in F test or simultaneous test of Service Quality and Price variables on Customer Satisfaction at Damri Branch Office Serang obtained Fcount value of 15,008 and Ftable 3,08 with significance level (0,000<0,01).

Keywords: Service Quality, Price, Customer Satisfaction.

Published
2020-08-31