ANALISIS INTEGRATIF ATAS PENGARUH KUALITAS PELAYANA, KEPUASAN DAN HALANGAN UNTUK BERPINDAH: STUDI ATAS PELANGGAN KERETA COMMUTER LINE PT.KAI COMMUTER JABODETABEK
This study analyze the relationships that occur between service quality, customer satisfaction, and products switching barriers in affecting customer behavior intention. The formulation of the problem started from the identification problem when PT KAI launch Commuter Line and the elimination of KRL...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2012
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/98879/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55010 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | This study analyze the relationships that occur between service quality,
customer satisfaction, and products switching barriers in affecting customer
behavior intention. The formulation of the problem started from the identification
problem when PT KAI launch Commuter Line and the elimination of KRL
Express and Economy. Therefore, the problems will be answered in this study is
whether the quality of service of new products will affect the satisfaction, then
whether satisfaction and switching barriers of this new product affects the
passenger's behavior intention. Furthermore, research variables and indicators are
based on previous studies. A model has been developed and five hypotheses have
been formulated to answer these research problems.
Sampling technique using purposive sampling. Respondents from this study
are 200 respondents, where the respondents were passenger on commuter line.
Tool of data analysis used is a Structural Equation Modelling (SEM) using AMOS
program version 18.
The results of this research data analysis show the model and the research
results were well received. Further results of this study prove that the quality of
service has significantly positive influence on customer satisfaction. Satisfaction
and switching cost of the product has a significantly positive influence on
customer behavior intention. Alternative attractiveness have a significantly
negative impact on customer behavior intention. Managerial implications are also
discussed in this study. |
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