Artikel Ilmiah : C1E008069 a.n. BAGUS BUDIARJO
| NIM | C1E008069 |
|---|---|
| Namamhs | BAGUS BUDIARJO |
| Judul Artikel | ANALISIS PENGARUH ASPEK SDM DAN MARKETING TERHADAP KEPUASAN PELANGGAN PADA PT. KERETA API INDONESIA (PERSERO) DAERAH OPERASI V PURWOKERTO |
| Abstrak (Bhs. Indonesia) | The research was conducted at PT KAI (Persero) DAOP V Purwokerto entitled "Analysis of Effects of HR and Marketing Aspects Of Customer Satisfaction At Pt. Indonesian Railways (Limited) Regional Operations V Purwokerto". Purpose of this research is to investigate and analyze the effect of the distribution system, back operational performance, ticket prices, images, travel service performance on customer satisfaction PT KAI (Persero) Daop V Purwokerto. The hypothesis is variable distribution system, back operational performance, ticket prices, the image, the performance of the service trips have an influence on customer satisfaction and service performance trips have the greatest effect compared to the distribution system, back operational performance, ticket prices, images. From the results of research and analysis of data by using multiple regression analysis we concluded that: Variable distribution system, back opperasional performance, price, image and performance of the travel services have jointly influence on customer satisfaction, it is proved by using the F test that produces the F-test and t-test were larger than the F-table and t table , the first hypothesis stating variable distribution system, back opperasional performance, price, image and performance of the travel services have a significant influence on customer satisfaction PT. Indonesian Railways (Limited) Regional Operations V Purwokerto accepted. Back operational performance variables have the greatest influence on the performance of customer satisfaction PT KAI (Persero) Daop V Purwokerto this is evidenced by the t value the most (3.533> 2.491; 2.683; 2.022; 2.965). Thus, the second hypothesis states travel service performance has the greatest effect compared to the distribution system, back opperasional performance, price and image on customer satisfaction PT. Indonesian Railways (Limited) Regional Operations V Purwokerto rejected. |
| Abtrak (Bhs. Inggris) | The research was conducted at PT KAI (Persero) DAOP V Purwokerto entitled "Analysis of Effects of HR and Marketing Aspects Of Customer Satisfaction At Pt. Indonesian Railways (Limited) Regional Operations V Purwokerto". Purpose of this research is to investigate and analyze the effect of the distribution system, back operational performance, ticket prices, images, travel service performance on customer satisfaction PT KAI (Persero) Daop V Purwokerto. The hypothesis is variable distribution system, back operational performance, ticket prices, the image, the performance of the service trips have an influence on customer satisfaction and service performance trips have the greatest effect compared to the distribution system, back operational performance, ticket prices, images. From the results of research and analysis of data by using multiple regression analysis we concluded that: Variable distribution system, back opperasional performance, price, image and performance of the travel services have jointly influence on customer satisfaction, it is proved by using the F test that produces the F-test and t-test were larger than the F-table and t table , the first hypothesis stating variable distribution system, back opperasional performance, price, image and performance of the travel services have a significant influence on customer satisfaction PT. Indonesian Railways (Limited) Regional Operations V Purwokerto accepted. Back operational performance variables have the greatest influence on the performance of customer satisfaction PT KAI (Persero) Daop V Purwokerto this is evidenced by the t value the most (3.533> 2.491; 2.683; 2.022; 2.965). Thus, the second hypothesis states travel service performance has the greatest effect compared to the distribution system, back opperasional performance, price and image on customer satisfaction PT. Indonesian Railways (Limited) Regional Operations V Purwokerto rejected. |
| Kata kunci | Distribution System, Performance Back Opperasional, Price, Image, Service Performance and Customer Satisfaction |
| Pembimbing 1 | Drs. Yayat Giyatno, MSc |
| Pembimbing 2 | Drs. M Arifin Mukti, MSi |
| Pembimbing 3 | Drs. Untung Kumorohadi, MSi |
| Tahun | 2014 |
| Jumlah Halaman | 23 |
| Tgl. Entri | 2014-08-25 13:23:40.594043 |