The Effect of Rural Public Transportation Service Quality on Passenger Satisfaction in Termnal Mena, Manggarai Regency
DOI:
https://doi.org/10.59890/ijaamr.v4i10.4Keywords:
Rural Public Transport, Service, SatisfactionAbstract
The aims of this study were: (1) To determine the effect of the quality of rural public transport services on passenger satisfaction in Manggarai Regency. (2) To find out which rural public transport service quality indicators are most dominantly affecting passenger satisfaction in Manggarai Regency. This research is a quantitative study, with rural public transport passengers in Manggarai Regency as the population. The data collection technique used purposive sampling with 100 respondents. Analysis of the effect of service quality on passenger satisfaction using multiple linear regression method and data processing and analysis using SPSS software. Significantly the quality of rural public transport services has a positive effect on passenger satisfaction in Manggarai district with the equation Y = 3.340 + 0.228.X1 + 0.170.X2 + 0.1 63.X3 + 0.166.X4 + 1.076.X5. Based on the partial t test, it can be concluded that service quality has a significant effect on passenger satisfaction using public transportation services in Manggarai Regency, where each variable produces a t count ≥ t table. The results of the F test for simultaneous testing of the Reliability, Responsiveness, Assurance, Empathy and Physical Evidence of Passenger Satisfaction show that the 5 variables significantly affect Passenger Satisfaction at a significant level of 5%. From the results of the analysis, it is known that the most dominant variable influencing Passenger Satisfaction is the variable Physical Evidence (Tangible) = 1.076
References
Arli, D. and Tjiptono, F. (2014) ‘Does corporate social responsibility matter to consumers in Indonesia?’, Social Responsibility Journal [Preprint].
Fadhilah, M.W. and Amalia, S. (2021) ‘Pengaruh Kualitas Pelayanan Bus Kota DAMRI Terhadap Kepuasan Pelanggan (Studi pada Penumpang Bus Kota DAMRI Bandung)’, Jurnal Riset Bisnis dan Investasi, 7(3), pp. 150–162.
Fuadi, F. (2020) ‘Pengaruh Kualitas Pelayanan Dan Harga Jasa Transportasi Terhadap Kepuasan Pelanggan Pada Rute Merak–Bandara Soekarno Hatta Di Perum Damri Kantor Cabang Serang’, Publik, 16(2), pp. 165–172.
Ghozali, I. (2012) ‘Aplikasi Analisis Multivariabel dengan Program SPSS 20’. Edisi.
Indonesia, M.P.R. (2015) ‘Peraturan Menteri Perhubungan Republik Indonesia Nomor PM 29 Tahun 2015’. Jakarta: Menteri Perhubungan.
Kotler, P. and Keller, K.L. (2006) ‘Marketing Management, tolfte upplagan’. Upper Saddle River: Pearson education Inc.
Maradita, F. and Susilawati, M. (2021) ‘Pengaruh Suasana, Kualitas Makanan, dan Persepsi
Nilai terhadap Kepuasan Pelanggan Rumah Makan Goa Sumbawa’, Jurnal Nasional Manajemen Pemasaran & SDM, 2(1), pp. 1–14.
Nababan, D.S., Paresa, J. and Asnawi, A. (2021) ‘Analisis Tingkat Kepuasan Penumpang Terhadap Pelayanan Angkutan Pedesaan Rute Kota Merauke-Distrik Kurik’, Musamus Journal of Civil Engineering, 3(02), pp. 57–63.
Saleh, M. (2016) ‘Pengaruh kualitas pelayanan terhadap kepuasan pelanggan PT. Bus Primajasa’. UIN Sunan Gunung Djati Bandung.
Sugiyono, E.W. (2003) ‘Statistika Untuk Penelitian, CV’, Alfabeta: Bandung [Preprint].
Sugiyono, S. (2017) ‘Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta, CV’
Sutaguna, I.N.T. (2017) ‘Pengembangan Pengolahan Tape Sebagai Daya Tarik Wisata Kuliner Di Desa Wisata Bongkasa Pertiwi Abiansemal Badung’, Jurnal Analisis Pariwisata ISSN, 1410, p. 3729.
Sutanto, H. and Umam, K. (2013) ‘Manajemen Pemasaran Bank Syariah’, Bandung: Pustaka Setia [Preprint].
Umar, H. (2002) Metode riset bisnis: panduan mahasiswa untuk melaksanakan riset dilengkapi contoh proposal dan hasil riset bidang manajemen dan akuntansi. Gramedia Pustaka Utama.
Warpani, S.P. (2002) Pengelolaan lalu lintas dan angkutan jalan. Penerbit ITB.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988) ‘SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality’, Journal of retailing, 64(1), pp. 12– 40
