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MAULANA MUHAMAD IKBAL
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ANALYZE OF THE FACTORS AFFECTING THE PERCEIVED PRICE, SAFETY AND CONVENIENCE TO CUSTOMER LOYALITY USERS OF RAIL SERVICES IN ECONOMY CLASS PT. KAI DAOP V PURWOKERTO
Abstrak (Bhs. Indonesia)
Tujuan dari penelitian ini adalah untuk menentukan pengaruh harga persepsi, keselamatan serta kenyamanan pada kepuasan konsumen dan untuk menentukan pengaruh kepuasan pelanggan loyalitas pelanggan di. Penelitian dilakukan di wilayah purwokerto kota. Target total penduduk penelitian ini adalah kereta api penumpang dari tiga kelas ekonomi, seperti logawa, kutojaya utara dan serayu sebesar 59.196 orang. Metode penelitian adalah survei, dengan menggunakan teknik sampling. kenyamanan sampling Berdasarkan sampel ukuran penentuan sem analisis oleh sekaran dan bougie ( 2010 ), jadi sampel ukuran dari penelitian ini adalah 150 responden. Selanjutnya, teknik analisa data yang digunakan dalam penelitian ini adalah modelling equaltion struktural ( sem ) analisis. Berdasarkan hasil analisis data, hal ini dapat disimpulkan bahwa persepsi, harga keselamatan serta positif dan kenyamanan memiliki efek signifikan pada kepuasan konsumen dan kepuasan konsumen telah positif dan significan
Abtrak (Bhs. Inggris)
The purposes of this study were to determine the influence of price perception, safety as well as convenience on customer satisfaction and to determine the influence of customer satisfaction on customer loyalty. The research was conducted at the area of Purwokerto city. Target population of this research was total passenger train of three economic classes, such as Logawa, Kutojaya Utara and Serayu amounted to 59.196 people. The method of research was survey, with sampling technique uses convenience sampling. Based on the sample size determination of SEM analysis by Sekaran and Bougie (2010), so the sample size of this research was 150 respondents. Furthermore, the technique of data analysis that used in this study was Structural Equaltion Modelling (SEM) analysis. Based on the result of data analysis, it can be concluded that price perception, safety as well as convenience has positive and significant effect on customer satisfaction and customer satisfaction has positive and significant effect on customer loyalty of PT. KAI DAOP V Purwokerto. Based the conclusions, it can be implied that as an effort to improve their customer satisfaction, the management of PT. KAI DAOP V Purwokerto needs to make priority on price, passenger safety and their convenience policies, in addition as an efforts to increase their customer loyalty, the management of PT. KAI DAOP V Purwokerto needs to make priority on customer satisfaction policy.
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