ANALISIS KEPUASAN PENGGUNA JASA BUS DAMRI MELALUI KUALITAS PELAYANAN (Studi Pada Pool Damri Kebon Kawung Trayek Bandung-Lampung)

Abstract

One type of land public transportation that is in great demand by the public is Bus, Pool Damri Kebon Kawung is here to meet the needs of its users, especially in providing quality services so that users feel satisfied. This study aims to determine the description of the quality of existing services on the satisfaction of Damri Bus service users and the level of satisfaction, as well as knowing the quality of service on user satisfaction has a significant effect simultaneously and partially. This study uses a quantitative method with a sample of 100 respondents using the Non Probability Sampling method, namely the accidental sampling technique. The data analysis technique used is descriptive analysis, simple linear regression analysis technique and hypothesis testing simultaneously and partially.

The results of the descriptive analysis stated that the assessment of Damri Bus service users regarding the quality of service was very good with a mean above 4.4100. The results of simple linear regression analysis state that the quality of service at the Damri Kebon Kawung Pool has an influence on the satisfaction of Damri Bus service users, which is 41.1. The level of satisfaction of Damri Bus service users of 90.39% is stated to be very satisfied.

The quality of service at the Damri Kebon Kawung Pool has a positive and significant effect on the satisfaction of users of the Damri Bus services for the Bandung-Lampung route. From the results of the simultaneous F test, the variable of service quality that describes simultaneously has an influence on the variable of user satisfaction. The results of the partial T test, obtained that the service quality variable on all dimensions partially has a positive and significant effect on the satisfaction of Damri Bus service users.