VARIABEL-VARIABEL YANG BERPENGARUH TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA TAKSI O-RENZ DI SURABAYA
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
PRISTIZELA , JUNITA PUTRI
Subject
HF5001 Business. Business Administration
Datestamp
2014-10-28 02:54:35
Abstract :
Marketing is one of the human activities that take place in the market to realize the potential exchanges for the purpose of satisfying human needs and desires. In the services sector, which is very important is customer satisfaction. As one of the public services, transportation and has evolved into a lifestyle and help the mobility of people who can influence personal satisfaction. Seeing the development of transportation services is increasing, the manufacturer creates O-RENZ TAXI which is one type of taxi that has a differentiation unit such as a print out of payment, attractive colors, racing wheels, new radio, and computerized systems. This research used quantitative research methods and techniques unknown population. The independent variables are tangible (X1), emphaty (X2), responsiveness (X3), reliability (X4), and assurance (X5) with the dependent variable is customer satisfaction (Y). The population in this reseacrh is that consumers who have used the services of taxis O-Renz in Surabaya more than twice the number of a sample of 100 respondents. The type of data used is primary data, where data are collected using a questionnaire. The results of this research indicate that the tangible (X1), emphaty (X2), responsiveness (X3), reliability (X4), and assurance (X5) simultaneously have significantly effect to customer satisfaction (Y). Partially, tangible (X1), responsiveness (X3), and assurance (X5) have a significantly effect to customer satisfaction (Y), while the emphaty (X2) and reliability (X4) does not have a significantly effect to customer satisfaction (Y). Key Words : Tangible, Emphaty, Responsiveness, Reliability, Assurance, and Customer Satisfaction
Marketing is one of the human activities that take place in the market to realize the potential exchanges for the purpose of satisfying human needs and desires. In the services sector, which is very important is customer satisfaction. As one of the public services, transportation and has evolved into a lifestyle and help the mobility of people who can influence personal satisfaction. Seeing the development of transportation services is increasing, the manufacturer creates O-RENZ TAXI which is one type of taxi that has a differentiation unit such as a print out of payment, attractive colors, racing wheels, new radio, and computerized systems. This research used quantitative research methods and techniques unknown population. The independent variables are tangible (X1), emphaty (X2), responsiveness (X3), reliability (X4), and assurance (X5) with the dependent variable is customer satisfaction (Y). The population in this reseacrh is that consumers who have used the services of taxis O-Renz in Surabaya more than twice the number of a sample of 100 respondents. The type of data used is primary data, where data are collected using a questionnaire. The results of this research indicate that the tangible (X1), emphaty (X2), responsiveness (X3), reliability (X4), and assurance (X5) simultaneously have significantly effect to customer satisfaction (Y). Partially, tangible (X1), responsiveness (X3), and assurance (X5) have a significantly effect to customer satisfaction (Y), while the emphaty (X2) and reliability (X4) does not have a significantly effect to customer satisfaction (Y). Key Words : Tangible, Emphaty, Responsiveness, Reliability, Assurance, and Customer Satisfaction
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