PENGARUH SISTEM PENYAMPAIAN JASA (SERVICE DELIVERY SYSTEM) TERHADAP CUSTOMER TRUST MASKAPAI LION AIR: Studi Kasus Pada Penumpang Lion Air di Bandara Husein Sastranegara Bandung

Matondang, Hery Fredy (2014) PENGARUH SISTEM PENYAMPAIAN JASA (SERVICE DELIVERY SYSTEM) TERHADAP CUSTOMER TRUST MASKAPAI LION AIR: Studi Kasus Pada Penumpang Lion Air di Bandara Husein Sastranegara Bandung. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis gambaran mengenai sistem penyampaian jasa dan customer trust, serta seberapa besar pengaruh sistem penyampaian jasa terhadap customer trust pada penumpang maskapai Lion Air di bandara Husein Sastranegara Bandung. Variabel bebas dalam penelitian ini adalah sistem penyampaian jasa sedangkan variabel terikatnya adalah customer trust. Penelitian ini menggunakan metode deskriptif dan verifikatif. Jumlah sampel dalam penelitian ini adalah 100 orang, Teknik pengambilan sampel yang digunakan adalah purposive sampling dengan kriteria penumpang maskapai yang dapat dijadikan sampel adalah penumpang maskapai Lion Air di bandara Husein Sastranegara Bandung dan berusia minimal 17 tahun. Teknik analisis yang digunakan adalah koefisien korelasi Pearson’s product moment dan analisis regresi sederhana. Pengujian hipotesis dengan menggunakan uji t. Berdasarkan hasil pengolahan data, sistem penyampaian jasa dan customer trust berada pada kategori sedang. Hasil perhitungan korelasi adalah sebesar 0,599 yang artinya memiliki hubungan yang signifikan dengan tingkat korelasi sedang. Hasil perhitungan analisis koefisien determinasi diketahui bahwa variabel sistem penyampaian jasa berpengaruh positif terhadap customer trust dengan hasil sebesar 35,9%. Selanjutnya sisanya (100% - 35,9% = 64,1%) dipengaruhi oleh faktor-faktor lain yang tidak diteliti oleh penulis. Pengujian hipotesis menggunakan uji t menunjukkan bahwa variabel independen yang diteliti yaitu sistem penyampaian jasa (service delivery system) terbukti berpengaruh signfikan terhadap variabel dependen yaitu customer trust. ---------- This study aims to identify and analyze the description of service delivery system and customer trust, and how much influence service delivery system to the customer trust in the passenger airline Lion Air in Bandung Husein Sastranegara airport. The independent variable in this study is service delivery system while the dependent variable is customer trust. This study used a descriptive and verification methods. The number of samples in this study were 100 people, sampling technique was used purposive sampling with criteria that airline passengers can be sampled is Lion Air airline passenger in Bandung Husein Sastranegara airport and at least 17 years old. The analysis technique used is the Pearson's correlation coefficient product moment and simple regression analysis. Hypothesis testing using t test. Based on the results of data processing, service delivery systems and customer trust in middle category. The results of the correlation calculation is equal to 0.599 which means to have a significant relationship. The result of the calculation of coefficient of determination is known that the service delivery system variable positive effect on customer trust with the result of 35.9%, while the remaining (100% - 35.9% = 64,1%) is influenced by other factors not examined by the author. Hypothesis testing using t test showed that the independent variables studied were service delivery system were significant proven effect on the dependent variable that is customer trust

Item Type: Skripsi,Tesis,Disertasi (S1)
Additional Information: No. Panggil: S PEM MAT p-2014; Pembimbing: I. Ratih Hurriyati
Uncontrolled Keywords: Sistem Penyampaian Jasa, Customer Trust, service delivery system
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HE Transportation and Communications
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan)
Depositing User: Mrs. Santi Santika
Date Deposited: 31 Aug 2017 02:39
Last Modified: 31 Aug 2017 02:39
URI: http://repository.upi.edu/id/eprint/25516

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