Pengaruh Harga Dan Pelayanan Terhadap Kepuasan Penumpang Transportasi Darat KA Sibinuang Jurusan Padang-Pariaman

Ronny Mardhino - Universitas Negeri Padang
Yulhendri Yulhendri - Universitas Negeri Padang

Abstract


This study aims to reveal the effect of price and service on consumer satisfaction of Sibinuang railroad transportation in Padang-Pariaman. This study departs from the phenomena associated with passenger dissatisfaction with Sibinuang train services. This research is a type of causative. Causative research aims to analyze the relationship between one variable with another variable or how a variable affects other variables. In this case the effect of price and service on the satisfaction of the passengers of the Sibinuang Train PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera. The population in this study are people who have used the Sibinuang train service majoring in Padang-Pariaman, PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera. The data used are primary data obtained through observation, interviews, questionnaires or questionnaires distributed at several stations / shelters that are passed by the train and secondary data obtained from the company. The sampling technique used in this study is a non-probability sampling method with accidental sampling technique .. The analytical method used is multiple regression analysis using SPSS version 21. For hypothesis testing using the F test and the statistical test t with a level of α = 0.05 . The results of this study indicate that 1) the price does not significantly influence the satisfaction of Sibinuang Train passengers PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera. 2) Service has a significant effect on the satisfaction of Sibinuang Railroad passengers of PT. Kereta Api Indonesia (Persero) Regional Division II West Sumatera.

Keywords: price, service, and passenger satisfaction.

Full Text:

PDF

References


Ade Syarif Maulana. Pengaruh Kualitas Layanan dan Harga terhadap kepuasan pelanggan PT. TOI. Jurnal Ekonomi Volume 7 Nomor 2, November, 2016

Ana Fitriyatul Bilgies Peran Kualitas Produk, Harga dan Kualitas Layanan terhadap Kepuasan Pelanggan Billagio Skincare Clinic Sidoarjo. EkoNika. Vol.1,No.1, April, 2016: 78-90

Angelina Rares dan Rotinsulu Jopie Jorie (2015), The Effect Of The Price, Promotion, Location, Brand Image And Quality Products Towards The Purchase Decision Of Consumers At Bengkel Gaoel Store Manado Town Square. SSN 2303-1174. Jurnal EMBA Vol.3 No.2 Juni 2015, Hal. 592-604

Daniel Kurniawan. (2018. The Effect of the Price and Quality of Service on Customer Satisfaction and Consumer Loyalty in DCK. ISSN: 2320-5407 Int. J. Adv. Res. 6(10), 1091-1101

Foster Bob. (2016). The Effect of Price and Service Qualityon Customer Satisfaction in Mutiara Hotel Bandung. American Research Journal of Humanities and Social Sciences (ARJHSS). ISSN (Online) : 2378-7031. Volume 2016

Hermawan, B., Basalamah, S., Djamereng, A., & Plyriadi, A. (2017) . Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider. IRA-Jurnal Internasional Manajemen & Ilmu Sosial (ISSN 2455-2267), 8 (1), 62-73. doi: http: //dx.doi.org/10.21013/jmss.v8.n1.p7Advance

L.I. Sintya, dkk (2018). The Influence Of Price And Quality Of Service On Customer Satisfaction Of Go-Jek Online Transportation Services In Student Feb Unsrat Manado. Jurnal EMBA Vol.6 No.3 Juli 2018, Hal. 1778 – 1787. ISSN 2303-1174

Kotler, Philip dan Keller. 2009. Manajemen Pemasaran, Jilid 1 Edisi 13. Jakarta: Prenada Media.

Kotler, Philip dan Amstrong. 2009. Manajemen Pemasaran, Jilid 1 Edisi 12. Jakarta: Erlangga.

Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa, Edisi 3. Jakarta: Salemba Empat

Muhamad Saufiyudin Omar, dkk (2015) Service Quality, Customers’ Satisfaction and the Moderating Effects of Gender: A Study of Arabic Restaurants. 6th International Research Symposium in Service Management, IRSSM-6 2015, 11-15 August 2015, UiTM Sarawak, Kuching, Malaysia

M.Cristo., D.P.E.Saerang., F.G.Worang. (2017). The Influence of Price, Service Quality, and Physical Environment on Customer Satisfaction. Case Study Markobar Cafe Mando. ISSN 2303-1174. Jurnal EMBA. Vol.5 No.2 Juni 2017, Hal. 678 – 686

Mowen, J.C. dan M. Minor. 2010. Perilaku konsumen. Jilid 1. Edisi kelima. Jakarta: Erlangga.

Natasja Hosang, dkk (2016) analysis effect of service quality and price to the patient satisfaction (case study at siloam hospital manado. Jurnal Berkala Ilmiah Efisiensi Volume 16 No. 01 Tahun 2016

Razak, I. (2016).The Impact of Product Quality and Price on Customer Satisfaction with the Mediator of Customer Value. Journal of Marketing and Consumer Research. www.iiste.org. ISSN 2422-8451 An International Peer-reviewed Journal. Vol.30, 2016.59

Rindang Lista Sari, dkk (2014) Citra Merek, Harga dan Promosi Pengaruhnya terhadap Keputusan Pembelian Perhiasan Emas pada PT. Pegadaian (Persero) Cabang Manado Utara. Jurnal EMBA Vol.2 No.2 Juni 2014, Hal. 1222-1232. ISSN 2303-1174

Suliyanto.2011. Ekometrika Terapan: Teori dan Aplikasi dengan SPSS. Yogyakarta. Andi

Tjiptono, Fandy. 2008. Manajemen Jasa. Yogyakarta: Andi Yogyakarta.

Tyas Windarti. Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen donat Madu (studi Kasus Pada CV. Donat Madu Cihanjuang-Pekanbaru). Jom FISIP Volume 4 No.2 Oktober 2017.

Waseso, Segoro. The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty. 2013 The Authors. Published by Elsevier Ltd. Open access under CC BY-NC-ND license. Selection and peer review under the responsibility of Prof. Dr. Andreea Iluzia Iacob




DOI: http://dx.doi.org/10.24036/jmpe.v2i4.7842