PENGARUH KUALITAS PELAYANAN TERHADAP PENGRUH KEPUASAN KONSUMENN PENGGUNA TRASNPORTASI UMUM TRANSJAKARTA (STUDI KASUS PADA MAHASISWA ADMINISTRASI NIAGA POLITEKNIK NEGERI JAKARTA)

Ayu Wahyuningsih; Endah Wartiningsih

doi:10.32722/epi.v15i1.1213

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Published Dec 9, 2018

https://doi.org/10.32722/epi.v15i1.1213

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Statistic

Vol. 15 No. 1 (2018)

Ayu Wahyuningsih

Administrasi Bisnis Terapan, Politeknik Negeri

Endah Wartiningsih

Administrasi Bisnis Terapan, Politeknik Negeri

Abstract

This study aims to observe the quality of service towards the satisfaction of Transjakarta passengers; specifically to Business Administration Student, State Polytechnic of Jakarta. This study used survey research method as part of quantitative approach. In collecting data, this study applied both primary and secondary as supporting resources. This study involved 214 population; 139 respondents were obtained through Slovin formula method. The results show that; (a) this research is qualified for a normal distribution, which is 0,200 > 0,05, and the direction of this research is positive, where Y = 13,465 + 0,866X. In addition, there is an intense correlation between variable, in amount of 0.887. (b) Value of effect from service quality variable has a substantial contribution to customer satisfaction, at 78,6%, and 21,4% are influenced by another factor. (c) Based on the response of service quality, reliability indicator created the strong relation compared to responsiveness as the lowest/weakest indicator. Regarding respondents' responses to customer satisfaction; the biggest indicator in creating the strong relation is emphaty whilst the reliability is positioned at the lowest/weakest indicator.

Keywords: Service Quality, Customer Satisfaction, Transjakarta

Abstrak

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan konsumen pengguna transportasi umum Transjakarta pada mahasiswa Administrasi Niaga Politeknik Negeri Jakarta. Metode penelitian yang digunakan dalam penelitian ini adalah penelitian survei yang merupakan salah satu bagian dari pendekatan penelitian kuantitatif. Pengumpulan data menggunakan data primer dan sekunder.. Populasi dalam penelitian ini sebanyak 214 orang dan sampel yang didapatkan dengan menggunakan metode rumus Slovin sebanyak 139 responden. Hasil penelitian ini menunjukkan bahwa: (a) penelitian ini memenuhi syarat distribusi normal, dimana 0,707 > 0,05. Dan hasil penelitian diketahui bahwa arah penelitian ini positif yaitu Y = 15,667 + 0,743X. Selain itu diketahui bahwa terdapat hubungan atau korelasi yang sangat kuat antar variabel yaitu sebesar 0,791, (b) nilai pengaruh yang dihasilkan variabel kualitas pelayanan memiliki kontribusi yang cukup besar terhadap kepuasan konsumen pengguna transportasi umum Transjakarta yaitu sebesar 62,6%. Sedangkan sisanya sebesar 37,4% dipengaruhi oleh faktor lain diluar dari penelitian ini. (c) berdasarkan tanggapan responden terhadap kualitas pelayanan, diketahui indikator bukti fisik menciptakan hubungan yang paling kuat dan indikator terendah adalah daya tanggap. Untuk tanggapan responden terhadap kepuasan konsumen indikator yang paling besar menciptakan hubungan paling kuat adalah kepuasan terhadap empati dan indikator terendah adalah kepuasan terhadap bukti fisik.

Kata Kunci: Kualitas Pelayanan, Kepuasan Konsumen, Transjakarta

How to Cite

Wahyuningsih, A., & Wartiningsih, E. (2018). PENGARUH KUALITAS PELAYANAN TERHADAP PENGRUH KEPUASAN KONSUMENN PENGGUNA TRASNPORTASI UMUM TRANSJAKARTA (STUDI KASUS PADA MAHASISWA ADMINISTRASI NIAGA POLITEKNIK NEGERI JAKARTA). EPIGRAM (e-Journal), 15(1). https://doi.org/10.32722/epi.v15i1.1213

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