| dc.description.abstract | Quality of service is an effort to fulfill the needs and desires of consumers
and delivery accuracy in balancing consumer expectations. Consumer satisfaction
is a condition in which the needs, desires, and consumer expectations can be met
through the products consumed. Improved quality of service is the most
appropriate way to increase customer satisfaction with the products offered.
The formulation of the problem in this research are: 1) What is the quality
of service in the PO. Transport Sumatra ?, 2) How consumer satisfaction at PO.
Transport Sumatra? 3) How does the quality of service to customer satisfaction
PO service users. Transport Sumatra? The research approach used in this study
is the quantitative approach. Methods of data collection is done with interviews,
questionnaires, observation and literature study. The authors took a sample of
100 respondents and 11 people to interview than 2100 population using the
formula Slovin. Model data analysis using simple linear regression with SPSS.
The results showed that the quality of service in the PO. Silk into either
category of average respondents in an interview with the value (3.7) which is in
the interval (3.00 to 4.19). The quality of these services already meet service
quality indicators include physical evidence (3.7), reliability (3.6), responsiveness
(3.8), the guarantee (3.4) and empathy (4.0). Research also shows that consumer
satisfaction at PO. Silk fall into either category. It is seen from the average of
respondents who answered satisfied with the indicators of the questions asked, the
requirement (3.7) desire (3.7) and expectations (3.8) .Berdasarkan data
processing, each average value respondents was 3.8 in the interval from 3.00 to
4.19 (both states). The study also showed that service quality has a significant
influence on consumer satisfaction with the significant value of 0.04. In addition
the value of R-Square is 0.767 or 76.7%. It is clear that the variation of the
independent variables are able to explain the variation of the dependent variable
at 76.7% and the remaining 23.3% is explained by other factors that are not
included in this study. | en_US |
