scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA JASA TRANSPORTASI PERUSAHAAN OTOBUS BUDIMAN JURUSAN TASIKMALAYA-CIKARANG

2021 ◽  
Vol 6 (2) ◽  
pp. 16-27
Author(s):  
Rismawati ◽  
Ina Ratnasari
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Travel Time ◽  
Safety Factor ◽  
Public Transportation ◽  
Travel Cost ◽  
Time Factor ◽  
Transportation Services ◽  
Cost Factor ◽  
Analysis Technique

Tujuan dari penelitian  ini adalah untuk menguji dan menganalisis faktor-faktor apa saja yang mempengaruhi kepuasan pelanggan pada jasa transportasi perusahaan otobus budiman jurusan tasikmalaya-cikarang.  Faktor-faktor yang akan dianalisis dalam penelitian ini adalah faktor biaya perjalanan, faktor waktu perjalanan, faktor waktu tunggu, faktor aksesibilitas, faktor kesesuaian, faktor keamanan/keselamatan.  Hasil penelitian yang diperoleh dari uji analisis faktor menunjukkan bahwa diperoleh 3 faktor yang berpengaruh paling dominan terhadap kepuasan pelanggan dalam memilih angkutan jasa transportasi umum bus budiman jurusan tasikmalaya-cikarang.  faktor-faktor tersebut adalah : faktor biaya perjalanan 36,59%, faktor waktu perjalanan 12,86%, faktor keamanan/keselamatan 7,422%. Faktor yang paling dominan mempengaruhi kepuasan pelanggan adalah faktor biaya perjalanan, faktor waktu perjalanan dan faktor keamanan/keselamatan.  sedangkan sisanya dipengaruhi oleh faktor lain yang tidak diteliti. Kata Kunci : Analisis Faktor, Jasa Transportasi Umum, kepuasan Pelanggan.   The purpose of this study is to examine and analyze the factors that affect customer satisfaction in the transportation services of the Budiman bus company, majoring in Tasikmalaya-Cikarang.  The factors that will be analyzed in this study are the travel cost factor, the travel time factor, the waiting time factor, the accessibility factor, the suitability factor, the security/safety factor. The data were obtained from distributing questionnaires to 277 respondents who used the Budiman bus majoring in Tasikmalaya-Cikarang. The data analysis technique used is the scale range technique and the factor analysis technique.  The results of the research obtained from the factor analysis test showed that there were 3 factors that had the most dominant influence on customer satisfaction in choosing public transportation services, the Budiman bus majoring in Tasikmalaya-Cikarang. These factors are: travel cost factor 36.59%, travel time factor 12.86%, security/safety factor 7.422%. The most dominant factors affecting customer satisfaction are travel costs, travel time factors and security/safety factors. while the rest is influenced by other factors not examined. Keywords: Factor Analysis, Public Transportation Services, Customer Satisfaction  

scholarly journals Consumer-Complainant’s Contentment with Reference to Performance of Consumer Dispute Redressal Machinery

2019 ◽  
Vol 8 (2S7) ◽  
pp. 381-385
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Consumer Protection ◽  
Interactional Justice ◽  
Third Party ◽  
Satisfaction Level ◽  
Digital World ◽  
Consumer Protection Act ◽  
Factors Influencing ◽  
Analysis Technique

Recognizing the significance of customer retention and creation, customer centric firms are continuously and systematically measuring customer satisfaction in terms of how well their customers are being treated and what are the factors influencing customer satisfaction level. Even when conscious efforts are being made by the business to keep its customers satisfied, there may be an instance where a consumer instead of getting his/her grievance resolved with the vendor / service provider approaches the consumer forum i.e. third party for resolution of grievance. An important question that arises in such scenario is that whether such aggrieved persons are satisfied with the offering of the forum or not. Moreover, in today’s dynamic and digital world, third party complaints are on continuous rise. The present study focuses on identifying various factors which influence the satisfaction level of consumer complainants. Through well designed questionnaire, involving likert scale statements related to distributive, procedural and interactional justice, responses have been collected from 300 respondents from the district of Ludhiana from the State of Punjab. Analysis of responses, using factor analysis technique, has enabled the identification of factors such as convenience and cost, behavioural aspect and credentials of the personnel working with consumer dispute redressal forums, established under Consumer Protection Act 1986

scholarly journals Exploring Preferences for Transportation Modes in an Urban Air Mobility Environment: Munich Case Study

2019 ◽  
Vol 2673 (10) ◽  
pp. 427-442 ◽  
Author(s):  
Mengying Fu ◽  
Raoul Rothfeld ◽  
Constantinos Antoniou
Keyword(s):  
Travel Time ◽  
Public Transportation ◽  
Stated Preference ◽  
Multinomial Logit Model ◽  
Metropolitan Region ◽  
Urban Air ◽  
Older Individuals ◽  
Main Mode ◽  
Transportation Services ◽  
Transportation Modes

Urban Air Mobility (UAM) is a recent mobility concept with the potential to reduce travel time and change travel patterns. When evaluating the introduction of UAM, understanding the potential users’ choice behavior regarding current available urban transportation modes and autonomous transportation services is essential to demand estimation. This preliminary research intends to gain insight into the travel behavior impacts of autonomous transportation modes, especially UAM, by deriving measures for transportation service attributes and identifying characteristics of potential users who might adopt autonomous transportation services, particularly the services of UAM. Thus, a stated preference questionnaire was designed and distributed in Munich metropolitan region. A main mode choice multinomial logit model and several sub-models, based on market segmentation, were estimated regarding four transportation alternatives: private car, public transportation, autonomous taxi, and autonomous flying taxi. The results indicate that travel time, travel cost, and safety may be critical determinants in autonomous transportation mode adoption. The potential consumers may be willing to pay more for using autonomous transportation modes, especially the service of UAM. Among different market segments, younger individuals, as well as older individuals with high household income, are more likely to adopt UAM. In addition, during the market entry stage, potential travelers may favor UAM particularly for performing non-commuting trips.

scholarly journals ANALISIS FAKTOR BAURAN PEMASARAN YANG MEMPENGARUHI KEPUASAN NASABAH SEHINGGA TERCIPTA WORD OF MOUTH POSITIF DI PT. BANK MUAMALAT INDONESIA, TBK CABANG MEDAN

INFERENSI ◽  
2013 ◽  
Vol 7 (1) ◽  
pp. 143
Author(s):  
Suryani Suryani
Keyword(s):  
Factor Analysis ◽  
Discriminant Analysis ◽  
Customer Satisfaction ◽  
Canonical Correlation ◽  
Word Of Mouth ◽  
Positive Word ◽  
Branch Number ◽  
Analysis Technique ◽  
Positive Word Of Mouth ◽  
Product Promotion

This study attempts to determine the effect of customer satisfaction in the context of the marketing mixof positive word of mouth customers of PT. Bank Muamalat Indonesia, Tbk Medan Branch. Number of questionnaires was collected as many as 50 questionnaires respondent. Analysis technique used was factor analysis followed by discriminant analysis with program of SPSS version 17.0. Based on factor analysis, it is known that one factor called location was proved to be inaccurate (correlation value <0.5) so that it is excluded from the model. Canonical correlation is obtained for 0.593 with a significance of 0.003. It can be concluded that 35.20% of the variation of positive word of mouth can be explained by the variable of discriminant Product, Promotion, Price, People, Physics and Process.

scholarly journals Consumer Perspective on Public Transport: The Medan–Pematang Siantar Route as a Case Study

2020 ◽  
Vol 22 (1) ◽  
pp. 3-8
Author(s):  
Dewi Budhiartini Juli Isnaini
Keyword(s):  
Cluster Analysis ◽  
Safety Factor ◽  
Public Transport ◽  
Public Transportation ◽  
Service Users ◽  
City Development ◽  
Cost Factor ◽  
Consumer Perspective ◽  
Mode Of Transport

Development of public transportation is meant to bridge the divide between cities and encourage development results. The inter-city transportation opens up opportunities for the inter-city trade, reduces costs and increases labor mobility, thereby promoting the inter-city development opportunities. This study uses the factor and cluster analyses. Analysis of factors is performed to determine the most dominant factors. The cluster analysis is used to identify the advantages and disdvantages of five modes of transport, namely taxi, trade rail, economy bus, mini bus, and executive bus. This study aims to determine the perception of users of Medan-Pematang Siantar route service. The results of this study show that there are five dominant factors that are considered before the service users decide on the mode of transport to use, namely the comfort factor, which is the most important consideration, followed by the time factor, cost factor, accessibility factor and safety factor.

scholarly journals Prediction of Online Customer Satisfaction: A Case Study Go-Ride in Jabodetabek

2021 ◽  
Vol 8 (1) ◽  
pp. 39-47
Author(s):  
Rissa Hanny ◽  
Fahrizal
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Brand Image ◽  
Quantitative Approach ◽  
Transportation Services ◽  
Analysis Technique ◽  
Motorcycle Taxi

The increasing number of online motorcycle taxis has an impact on tighter competition. PT Gojek Indonesia, which has existed since 2010, provides online motorcycle taxi transportation services based on applications under the 'GoJek' brand. This research examines how online customer satisfaction predicts service quality and brand image of Go-Ride services in the Jabodetabek area and the influence of both. This variety of causation studies serving as explanations and using the quantitative approach. Populations are passengers of Go-Ride services, located at Pasaraya Blok M, South Jakarta, that comes from that consumer in Jabodetabek area. The research sample uses purposive sampling to customer used Go-Ride's services as the counting of 96 respondents. Regression analysis technique using multiple regression. The results prove that online customer satisfaction can predict the service quality and brand image factors as Go-Ride's services yield impact partially and simultaneously. This is also reinforced by online customer satisfaction contributing 55.2 percent to predict service quality and brand image in this research.

scholarly journals Optimal Route Computation for Public Transport with Minimum Travelling Time & Travel Cost: A Case Study of Pokhara City

2019 ◽  
Vol 1 (1) ◽  
pp. 79-86
Author(s):  
R. Thapa ◽  
J.K. Shrestha
Keyword(s):  
Travel Time ◽  
Shortest Path ◽  
Public Transportation ◽  
Transportation Network ◽  
Optimal Path ◽  
Travel Cost ◽  
Transit Network ◽  
Final Destination ◽  
Travelling Time

In road networks, it is imperative to discover a shortest way to reach the final destination. When an individual is new to a place, lots of time is wasted in finding the destination. With the advancement of technology, various navigation applications have been developed for guiding private vehicles, but few are designed for public transportation. This study is solely concentrated on finding the possible shortest path in terms of minimum time and cost to reach specific destination for an individual. It requires an appropriate algorithm to search the shortest path. With the implementation of Dijkstra’s algorithm, the shortest path with respect to minimum travel time and travel cost was computed. Public transportation network of Pokhara city was taken for the case study of this research. The results of this analysis indicated that when the “time” impedance was used by the algorithm, it generated the shortest path between the origin and destination along with the path to be followed. This study formulates a framework for generating itinerary for passengers in a transit network that allows the user to find the optimal path with minimum travel time and cost.

scholarly journals Designing Service Blueprint of Self-service Technology (SST) Based Public Transportation Service in Indonesia using SSTQual, Kano Model, and QFD

2018 ◽  
Vol 237 ◽  
pp. 03008 ◽  
Author(s):  
Amalia Suzianti ◽  
Arsila Chairunnisa
Keyword(s):  
Customer Satisfaction ◽  
Public Transportation ◽  
User Satisfaction ◽  
Kano Model ◽  
Transportation Services ◽  
Technical Requirements ◽  
Transportation Service ◽  
Self Service ◽  
Self Service Technology ◽  
Service Blueprint

Indonesia as one of developing countries has started to slowly implement self-service technology to its public transportation services which are e-ticketing and e-gate. Regardless of the public’s enthusiasm for these self-service technologies implemented, users’ complaints regarding the services implies the importance to redesign services that are focused on user satisfaction. This study attempts to result a design recommendation method for self-service technology based public transportation service to improve customer satisfaction by integrating SSTQual method, Kano Model, QFD and service blueprinting. Result shows that there are 12 service attributes belong to attractive category which need to be prioritized in increasing customer satisfaction. 12 attributes are then translated into technical requirements to obtain innovations to be used in the service blueprint. Through this research, there are 10 technical requirements which need to be applied to improve customer satisfaction. The technical requirements are then detailed in operational actions to be mapped in the service blueprint.

THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
pp. 66-72
Author(s):  
Ari Dwi Astono ◽  
Widji Astuti ◽  
Harianto Respati
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Higher Education Institutions ◽  
Direct Influence ◽  
Tertiary Institutions ◽  
Central Java ◽  
Analysis Technique

This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

scholarly journals A Choice Too Far: Transit Difficulty and Early High School Transfer

2020 ◽  
pp. 0013189X2094950 ◽  
Author(s):  
Marc L. Stein ◽  
Julia Burdick-Will ◽  
Jeffrey Grigg
Keyword(s):  
High School ◽  
Travel Time ◽  
Administrative Data ◽  
Public Transportation ◽  
School System ◽  
Ninth Grade ◽  
Public School System ◽  
Baltimore City ◽  
School Transfer ◽  
The Relationship

The challenge of a long and difficult commute to school each day is likely to wear on students, leading some to change schools. We used administrative data from approximately 3,900 students in the Baltimore City Public School System in 2014–2015 to estimate the relationship between travel time on public transportation and school transfer during the ninth grade. We show that students who have relatively more difficult commutes are more likely to transfer than peers in the same school with less difficult commutes. Moreover, we found that when these students change schools, their newly enrolled school is substantially closer to home, requires fewer vehicle transfers, and is less likely to have been included among their initial set of school choices.

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