Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Jasa Transportasi Bus DAMRI (Survei Terhadap Pengguna Jasa Bus DAMRI Trayek Bandung - Lampung)

Abstract

Transportation has a crucial role in everyday life as a means of connecting one place to another. DAMRI is one of the pioneers of land transportation that is in demand by the public. Especially in the DAMRI Kebon Kawung Pool which always fulfills the needs of its consumers by always maintaining the quality of service so that consumers feel satisfied with DAMRI. The purpose of this study is 1 to determine the service quality of DAMRI route Bandung - Lampung at Pool DAMRI Kebon Kawung, 2 to determine customer satisfaction on DAMRI route Bandung - Lampung at Pool DAMRI Kebon Kawung, 3 the relationship of service quality to customer satisfaction of users of bus services DAMRI Route Bandung – Lampung at Pool DAMRI Kebon Kawung. a survey of users of transportation services for the Bandung – Lampung route. This type of research is quantitative. Data collection was carried out by 100 respondents using questionnaires distributed to DAMRI service users on the Bandung - Lampung route. This study uses data analysis techniques such as normality test, coefficient of determination test, f test (simultaneous), t test (pasial), and simple linear. The results of the descriptive analysis of service quality stated that the assessment of DAMRI bus service users regarding the quality of service could be said to be very good. Service quality has a positive and significant effect on consumer satisfaction of DAMRI tryaek bus service users from Bandung to Lampung.