Jurnal Riset Bisnis dan Investasi
Vol 7 No 3 (2021): Jurnal Riset Bisnis dan Investasi

Pengaruh Kualitas Pelayanan Bus Kota DAMRI Terhadap Kepuasan Pelanggan (Studi pada Penumpang Bus Kota DAMRI Bandung)

Maulida Wahyu Fadhilah (Unknown)
Sholihati Amalia (Jurusan Administrasi Niaga, Politeknik Negeri Bandung)

Article Info

Publish Date
01 Oct 2021

Abstract

Bandung is the 14th most congested cities in Asia according to the Asian Development Bank. Congestion that occurs is caused by the high use of private vehicles rather than the use of public transportation. One of the public transportations in Bandung is the DAMRI city bus. However, in the last three years there has been a decline in the number of DAMRI city bus passengers and various complaints have been found from the services provided. This study aims to determine the service quality and customer satisfaction of DAMRI Bandung city buses and the influence of DAMRI Bandung city bus service quality on customer satisfaction. This study uses a quantitative approach with a sample of 384 respondents. The results of this study indicate that service quality and customer satisfaction are in the good category. Then, service quality has a significant and positive effect on customer satisfaction with an effect of 65.8%.

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Journal Info
Jurnal Riset Bisnis dan Investasi
Website

Abbrev

an

Publisher

Politeknik Negeri Bandung

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

JURNAL RISET BISNIS & INVESTASI (JRBI) is published by the Department of Commerce Administration, Politeknik Negeri Bandung (POLBAN) as a communication media and forum for discussing economic and business issues in both national and regional. This journal is published three times in a year, ...