The Effect of Service Quality on Passenger Satisfaction at PT Titisan Sang Pangeran (Tispa)
DOI:
https://doi.org/10.59141/jist.v5i9.1741Keywords:
quality of service, passenger satisfaction, transportation servicesAbstract
This study aims to analyze the influence of service quality on passenger satisfaction at PT Titisan Sang Pangeran (Tispa). The background of this research is based on the importance of quality services in the transportation industry to maintain customer satisfaction and compete in a competitive market. This study uses a quantitative method with the distribution of questionnaires to 300 Tispa passengers during 2023. The sampling method uses purposive sampling, where passengers who use Tispa services during the year are selected as respondents. The results showed that service quality had a positive and significant influence on passenger satisfaction with a correlation coefficient of 0.734 and an R Square of 0.588. This shows that 58.8% of the variation in passenger satisfaction can be explained by the quality of service provided. The factors that most affect passenger satisfaction include vehicle facilities, service responsiveness, and employee friendliness. The conclusion of this study is that improving service quality can significantly increase passenger satisfaction at PT Titisan Sang Pangeran
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Yessie Aryanty, Aslamia Rosa, Zakaria Wahab, Marlina Widiyanti
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
