ANALISIS INTEGRATIF ATAS PENGARUH KUALITAS PELAYANA, KEPUASAN DAN HALANGAN UNTUK BERPINDAH: STUDI ATAS PELANGGAN KERETA COMMUTER LINE PT.KAI COMMUTER JABODETABEK

• Main Authors: , Marisa Jusie Octaviany, , Dr. John Suprihanto, M.I.M
• 格式: Theses and Dissertations NonPeerReviewed
• 出版: [Yogyakarta] : Universitas Gadjah Mada 2012
• 主題: ETD
• 在線閱讀: 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
• 機構: Universitas Gadjah Mada

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.