HUBUNGAN ANTARA KUALITAS PELAYANAN DAN FASILITAS DENGAN KEPUASAN KONSUMEN JASA KERETA REL LISTRIK (KRL) COMMUTER LINE JABODETABEK PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA DI JAKARTA

NURDIN, SOLIN (2018) HUBUNGAN ANTARA KUALITAS PELAYANAN DAN FASILITAS DENGAN KEPUASAN KONSUMEN JASA KERETA REL LISTRIK (KRL) COMMUTER LINE JABODETABEK PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA DI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

SOLIN NURDIN, Relationship Between The Quality Of Service And Facilities On Customer Satisfaction Service Electricity Release Commuter Line Jabodetabek In Student Of Faculty Of Economy State University Of Jakarta At Jakarta. Faculty Of Economics, Jakarta State University. This research was conducted at faculty of economics, state university of jakarta, for 6 months from january to june 2018. The purpose of this research is to know the relationship between the quality of service and facilities on customer satisfaction service electricity release commuter line jabodetabek in student of faculty of economy state university of jakarta at jakarta.. The research method used is survey method with correlational approach, the population used is all students of faculty of economics, state university of jakarta. The sampling technique used is the technique of purposive sampling of 139 people. The resulting regression equation is ŷ = 20,543 + 0,431 x1 + 0,349 x2. Test the analytical requirement that is test of normality with kolmogorov-smimov test with significance level (α) = 5% or 0,05 and yield significant level y value equal to 0,200, x1 value of 0.200, x2 is worth 0.200. Because the level of significance of these three variables> 0.05 it can be concluded that the data is normally distributed and can be used in further analysis. The linearity regression test of y over x1 yields f count <ftable is 0,433 < 3,061 and the regression test of y on x2 yields f count <ftable is 1,171 < 3,061, so it is concluded that the regression equation is linear. From the significance test of regression y over x1 and x2 yield fcount> ftable ie, 98,504 > 3,061, so it can be concluded that, the regression equation is significant. Furthermore, t test and y yielded over x1 tct = 7,810 and ttable = 1.65613 , y over x2 tcount = 6,781 and ttable = 1, 1.65613. Thus, it can be concluded that, the correlation coefficient is positive and significant. The coefficient of determination of y over x1 and x2 obtained by 0.592 indicates that, 59,2 % of customer satisfaction variables are determined by quality of service and facilities. Keywords: Quality of Service, Facilities, Customer Satisfaction

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