PENGARUH KUALITAS LAYANAN DAN EMOSIONALTERHADAP KEPUASAN PENUMPANG KERETA API EKONOMI AC MAJAPAHIT
Abstract: This
study aims to
examine the factors
in determining customer satisfaction
is the quality
of service, product
quality, emotional, price, andcost. The purpose of this research is to
know the influence of the
quality of service
and emotional in
partial and simultaneous. The
population in research
is a passengers
of majapahit AC economic train aged 17to 50 years who have tasted the quality of
service majapahit AC
economic train. The
numberof respondents was 220
and questionnaires conducted
in Malang station. A Method of
data collection in this research is by observation, documentation, and
questionnaires. The sampling
technique used was accidental
sampling. The data
analysis technique used
is multiple regression analysis.
The results showed
that service quality and
emotional have positive
and significantly influence
toward passenger
satisfaction Majapahit AC
economy train either simultaneously. And
partially showed that
service quality and emotional positive.
Penulis: PURWO ATMOJO, NINDRIA
UNTARINI
Kode Jurnal: jpmanajemendd141059
