FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA JASA TRANSPORTASI PERUSAHAAN OTOBUS BUDIMAN JURUSAN TASIKMALAYA-CIKARANG
DOI:
https://doi.org/10.36805/manajemen.v6i2.1429Abstract
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
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