PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA PT KAI KOMMUTER JABODETABEK STASIUN DEPOK JAWA BARAT

Studi Kasus Pada Penumpang Commuter Jabodetabek Stasiun Depok Jawa Barat

Abstract

This research proves the influence of service quality and price on customer satisfaction Jabodetabek commuter. The method used is quantitive assisted with SPSS 24.0 software application. Variety of validity tests, reliability equation regression test, coefficient of determination, validity test and reliability test. The data used are primary data collected through observation, questionnaire methods, interviews, and library methods. Based on the results of data analysis using statistical methods, namely the results of the validity test, the reliability test with valid and reliable results. The results of this study service quality factors have sig. 0.193> 0.05, with the t value of service quality of 1.311 <t table (1.66071), then H0a is accepted and H1a is rejected, meaning that there is no partial effect between service quality and customer satisfaction. Sig value, the price of 0.0.002 <0.05. Value of t arithmetic price of 3.169> t table (1.66071) then H0b is rejected and H1b is accepted, meaning that there is a partial influence between price and customer satisfaction. The F test produces a sig.0,000 value <0.05 and an F value of 108.493> from the F table (3.09) then H0c is rejected and H1c is accepted. Service quality and ticket prices have a simultaneous effect on customer satisfaction. Therefore. The resulting R Square is 0.691. Variants of service quality and price are able to explain customer satisfaction variants of 69.1% while 30.9% are explained by other factors.