Tingkat Kepuasan Pelanggan Terhadap Pelayanan jaklingko Pada Pt Jaklingko Jakarta

Abstract

ABSTRAK

Penelitian ini bertujuan untuk menganalisis hubungan variabel penelitian.Pengaruh parsial variabel  Sarana Prasarana(X1) memberikan pengaruh terhadap variable Kepuasan pelanggan sebesar 62,5%,  sedangkan Pengaruh variabel Kesiapan Pengemudi (X2) memberikan pengaruh terhadap variable Kepuasan pelanggan sebesar 10,1%, dan  pengaruh Ketepatan waktu(X3) terhadap  variable Kepuasan pelanggan sebesar 16,9%,  Pengaruh variable Perilaku Pengermudi (X4) terhadap variable Kepuasan pelanggan sebesar 8,2%,  dan variable Kemudahan biaya (X5) memberikan pengaruh terhadap variable Kepuasan pelanggan (Y)sebesar 25,4%, 

         Pengaruh secara bersamaan (simultan ) )terhadap variable Kepuasan pelanggan sebesar 71,9%,  sedangkan sisanya sebesar  29,1% ditentukan oleh faktor lain yang belum diketahui yang tidak masuk dalam model penelitian.

Kata Kunci : Sarana prasarana, Kesiapan pengemudi,Ketepatan waktu  , Prilaku pengemudi,

Kepuasan pelanggan

                                                             ABSTRACT

           This study aims to analyze the relationship between the research variables. The partial effect of the Infrastructure (X1) variable has an influence on the customer satisfaction variable by 62.5%, while the Driver Readiness variable (X2) has an influence on the customer satisfaction variable by 10.1%, and the influence of Timeliness (X3) on the customer satisfaction variable is 16.9%, the influence of the driver's behavior variable (X4) on the customer satisfaction variable is 8.2%, and the Ease of cost variable (X5) has an effect on the customer satisfaction variable by 25.4. %

           The effect simultaneously (simultaneously) on the variable customer satisfaction is 71.9%, while the remaining 29.1% is determined by other unknown factors that are not included in the research model.

Keywords: infrastructure, driver readiness, timeliness, driver behavior,

Customer satisfaction