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PENGARUH KOMUNIKASI INTERPERSONAL, FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA KERETA COMMUTER LINE
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This study focuses on customer satisfaction with commuter line trains by highlighting three main factors: interpersonal communication, facilities, and service quality. The objective of this research is to analyze the influence of these three variables on the satisfaction level of commuter line train users, specifically focusing on KRL passengers at Tanah Abang Station. The problem addressed is the level of customer satisfaction, which is often affected by suboptimal public transportation services. This study employs interpersonal communication theory and service quality theory using the SERVQUAL model as its conceptual framework. The research methodology utilizes a quantitative approach with an associative design, distributing questionnaires to 97 respondents determined based on Lemeshow’s theory and purposive sampling. Data analysis includes validity tests, reliability tests, normality tests, heteroscedasticity tests, multicollinearity tests, multiple linear regression analysis, and hypothesis testing, including t tests, F tests, and R² determination coefficients. The study concludes that effective communication fosters comfort, adequate facilities create a positive impression, and quality service enhances satisfaction. The interaction of these three factors underscores the importance of addressing all aspects to achieve optimal customer satisfaction. The results indicate that interpersonal communication (X1) partially has a positive and significant effect on customer satisfaction. Similarly, facilities (X2) and service quality (X3) each partially have a positive and significant effect on customer satisfaction. Furthermore, interpersonal communication (X1), facilities (X2), and service quality (X3) simultaneously have a positive and significant effect on customer satisfaction.
Detail Information
| Item Type |
Bachelor's Thesis
|
|---|---|
| Penulis |
RIDWAN MAULANA - Personal Name
|
| Student ID/NPM |
03202040078
|
| Dosen Pembimbing |
Misnan, S.S., M.I.Kom - - Dosen Pembimbing 1
|
| Penguji |
Iswahyu Pranawukir S.Sn., M.I.Kom - - Ketua Penguji/Penguji 1
Alamsyah, S.Sos.,M.I.Kom - - Anggota/Penguji 2 Alfan Bachtiar,S.Sos.I.,M.I.K - - Anggota/Penguji 3 |
| Kode Prodi PDDIKTI |
70201
|
| Edisi |
Unpublished
|
| Prodi/Fakultas |
FAKULTAS ILMU SOSIAL DAN ILMU POLITIK/ILMU KOMUNIKASI
|
| Kontributor | |
| Bahasa |
Indonesia
|
| Penerbit | Institut Bisnis & Informatika Kosgoro 1957 : Jakarta., 2025 |
| Edisi |
Unpublished
|
| Subyek | |
| No Panggil |
2025-57-066
|
| Copyright |
Institut Bisnis & Informatika Kosgoro 1957
|
| Doi | |
| Bentuk File |