PENGARUH SERVICE EXCELLENT TERHADAP KEPUASAN PELANGGAN PADA SKEMA FEEDER PDP – BUAH BATU – MIM LINTAS SHUTTLE BANDUNG

MELANI, ANGELINA (2022) PENGARUH SERVICE EXCELLENT TERHADAP KEPUASAN PELANGGAN PADA SKEMA FEEDER PDP – BUAH BATU – MIM LINTAS SHUTTLE BANDUNG. D4 thesis, Poltekpar NHI Bandung.

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Abstract

The Covid-19 pandemic has had a significant impact, one of which is on the transportation business sector. Lintas Shuttle as a business actor in the transportation sector is trying to stay afloat, one of which is by implementing a feeder scheme. The implementation of this feeder scheme turned out to be causing complaints from passengers, especially upon arrival in the city of Bandung. As a result of complaints, it indicates that the service has not been able to achieve service excellent or excellent service, which then affects customer satisfaction with the service. This study aims to determine how the effect of service excellent on the arrival feeder scheme at the PDP - Buah Batu - MIM point on customer satisfaction. The research method used is descriptive research with a quantitative approach, using data collection tools in the form of questionnaires or questionnaires supported by data from observations. The distribution of questionnaires was given to a sample of 120 respondents, using the accidental sampling method. Variable X, namely service excellent, has eight sub�variables and Variable Y has three sub-variables, where all statement items are valid and reliable. In data analysis, a simple linear regression test and normality test were used. The results showed that service excellent was in a good category, customer satisfaction was in the slightly good category and there was a significant influence between service excellent on customer satisfaction by 85.1%, and the data were normally distributed. Recommendations by researcher that can be used by Lintas Shuttle on the PDP - Buah Batu - MIM feeder scheme are the implementation of capacity training, optimization of facilities and customer satisfaction surveys.The Covid-19 pandemic has had a significant impact, one of which is on the transportation business sector. Lintas Shuttle as a business actor in the transportation sector is trying to stay afloat, one of which is by implementing a feeder scheme. The implementation of this feeder scheme turned out to be causing complaints from passengers, especially upon arrival in the city of Bandung. As a result of complaints, it indicates that the service has not been able to achieve service excellent or excellent service, which then affects customer satisfaction with the service. This study aims to determine how the effect of service excellent on the arrival feeder scheme at the PDP - Buah Batu - MIM point on customer satisfaction. The research method used is descriptive research with a quantitative approach, using data collection tools in the form of questionnaires or questionnaires supported by data from observations. The distribution of questionnaires was given to a sample of 120 respondents, using the accidental sampling method. Variable X, namely service excellent, has eight sub�variables and Variable Y has three sub-variables, where all statement items are valid and reliable. In data analysis, a simple linear regression test and normality test were used. The results showed that service excellent was in a good category, customer satisfaction was in the slightly good category and there was a significant influence between service excellent on customer satisfaction by 85.1%, and the data were normally distributed. Recommendations by researcher that can be used by Lintas Shuttle on the PDP - Buah Batu - MIM feeder scheme are the implementation of capacity training, optimization of facilities and customer satisfaction surveys.

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