PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KUALITAS PRODUK DARI PT KERETA API INDONESIA (PERSERO) TERHADAP KEPUASAN PELANGGAN PADA PT BUKIT ASAM, TBK

SAPUTRA, MOHAMMAD REZA and Widiyanti, Marlina and Shihab, Muchsin Saggaf (2024) PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KUALITAS PRODUK DARI PT KERETA API INDONESIA (PERSERO) TERHADAP KEPUASAN PELANGGAN PADA PT BUKIT ASAM, TBK. Masters thesis, Sriwijaya University.

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Abstract

This study was conducted with the aim of determining the influence of service quality, price perception and product quality from PT Kereta Api Indonesia (Persero) on customer satisfaction at PT Bukit Asam, Tbk. The population in this study is employees of PT Bukit Asam Tbk who understand the business process of PTBA coal transportation using train owned by PT Kereta Api Indonesia (Persero). The sample used in this study was 100 respondents using the purposive sampling method. The results of the multiple linear regression analysis show that service quality, price perception and product quality have a positive and significant effect on customer satisfaction. The quality of service is expected for PT Kereta Api Indonesia (Persero) to be able to provide a larger fleet of train. Price perception is expected in determining prices to be stable. Product quality, it is hoped that PT Kereta Api Indonesia (Persero) needs to be repaired and maintained periodically.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas Produk, Kualitas Pelayanan, Persepsi Harga, Kepuasan Pelanggan
Subjects:	H Social Sciences > HF Commerce > HF5469.7-5481 Markets. Fairs
Divisions:	01-Faculty of Economics > 61101-Management Business and Administration (S2)
Depositing User:	Mohammad Reza Saputra
Date Deposited:	10 Jan 2025 04:23
Last Modified:	10 Jan 2025 04:23
URI:	http://repository.unsri.ac.id/id/eprint/163657

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