HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN BUS TRANSJAKARTA (Survei pada Mahasiswa Fakultas Ekonomi Universitas Negeri Jakarta)

ASTRI YANI, FITRI (2017) HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN BUS TRANSJAKARTA (Survei pada Mahasiswa Fakultas Ekonomi Universitas Negeri Jakarta). D3 thesis, Universitas Negeri Jakarta.

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Abstract

The Relationship between Service Quality and Customer Satisfaction of Transjakarta Bus. Marketing Management Diploma. Faculty Of Economics. University Of Jakarta. This paper has a purpose to determine how the relationship between Service Quality and Customer Satisfaction of Transjakarta Bus. And this paper also has a purpose to analyze the most dominant factors customer satisfaction to transport service users of Transjakarta Bus. This research was conducted with questionnaire method to 126 respondents service users of Transjakarta Bus obtained using the technique purposive sampling and population that used in this research is student faculty of economics State University Of Jakarta who ever use Transjakarta Bus. Analytical methods used were quantitative analysis. This analysis includes : validity and reliability, hypothesis testing by t test, and analysis of determination coefficient (R2). Key Word : Service Quality, Customer Satisfaction

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