CUSTOMER EXPERIENCE PENUMPANG BUS SINAR JAYA SLEEPER BUS TERHADAP CUSTOMER SATISFACTION : Survery Terhadap Penumpang Bus Sinar Jaya Sleeper Bus Bandung-Palembang

Dedik Ariya Sujana, - (2023) CUSTOMER EXPERIENCE PENUMPANG BUS SINAR JAYA SLEEPER BUS TERHADAP CUSTOMER SATISFACTION : Survery Terhadap Penumpang Bus Sinar Jaya Sleeper Bus Bandung-Palembang. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Dari hasil review redbus, data penumpan sinar jaya Bandung, jumlah penumpang angkutan Indonesia. Terdapat adanya permasalahan mengenai experience dari Sinar Jaya sleeper bus. Melalui customer experience, pengalaman yang dirasakan penumpang pada sinar jaya sleeper bus dapat dipernaiki dan tingkatkan, sehingga diharapkan sinar jaya sleeper bus bisa mendapatkan experience penumpang yang kuat. Penelitian ini bertujuan untuk mengetahui gambaran mengenai customer experience pada penumpang bus sinar jaya sleeper bus, mempeoleh gambaran berkaitan dengan customer satisfaction pada penumpang sinar jaya sleeper bus, serta menguji pengaruhnya antara customer experience terhadap customer satisfaction pada penumpang sianr jaya sleeper bus. Variabel pada penelitian ini teridiri dari dua variabel yaitu customer experience (X) dan customer satisfaction (Y). sampel dalam penelitian ini adalah penumpang bus sinar jaya sleeper bus Bandung-Palembang. Dengan Purposive sampling sebagai teknik pengambilan sampel, serta pengumpulan data dengan melakukan penyebaran kueisoner terhadap 395 responden. Hasilnya berada di kategori tinggi. Ditemukan juga hasil bahwa kedua variabel berada pada kategori tinggi. Ditemukan juga pengaruh positif dan signifikan antara customer experience terhadap customer satisfaction. Diharapkan sinar jaya sleeper bus dalapt terus melakukan peningkatakan inovasi yang mampu membuat konsumen merasakan experience yang berbeda dan membekas dalam benak mereka sehingga mencegah konsumen untuk berpaling ke perusahaan sejenis lain. Sehingga dapat meningkatkan customer satisfaction.

From the redbus review, passenger data for Sinar Jaya Bandung, the number of Indonesian transport passengers. There are problems regarding the experience of the Sinar Jaya sleeper bus. Through customer experience, the experience felt by passengers on the Sinar Jaya sleeper bus can be improved and improved, so it is hoped that the Sinar Jaya sleeper bus can get a strong passenger experience. This study aims to find out the description of customer experience on Sinar Jaya sleeper bus passengers, obtain an overview related to customer satisfaction on Sinar Jaya sleeper bus passengers, and examine the effect between customer experience on customer satisfaction on Sir Jaya sleeper bus passengers. The variables in this study consist of two variables, namely customer experience (X) and customer satisfaction (Y). The sample in this study were passengers on the Sinar Jaya sleeper bus from Bandung-Palembang. With purposive sampling as a sampling technique, as well as data collection by distributing questionnaires to 395 respondents. The results are in the high category. The results also found that both variables were in the high category. Also found a positive and significant influence between customer experience on customer satisfaction. It is hoped that Sinar Jaya Sleeper Bus will continue to make innovations that can make consumers feel a different experience and leave an impression on their minds so as to prevent consumers from switching to other similar companies. So as to increase customer satisfaction.

	Text S_PEM_1907639_Title.pdf Download (383kB)
	Text S_PEM_1907639_Chapter 1.pdf Download (528kB)
	Text S_PEM_1907639_Chapter 2.pdf Restricted to Staf Perpustakaan Download (360kB)
	Text S_PEM_1907639_Chapter 3.pdf Download (387kB)
	Text S_PEM_1907639_Chapter 4.pdf Restricted to Staf Perpustakaan Download (598kB)
	Text S_PEM_1907639_Chapter 5.pdf Download (167kB)
	Text S_PEM_1907639_Appendix.pdf Restricted to Staf Perpustakaan Download (2MB)

Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?hl=en&user=z2yKHpMAAAAJ SINTA ID: 5993246 SINTA ID: 5994544
Uncontrolled Keywords:	Customer Experience, Customer Satisfaction, Sinar Jaya Sleeper Bus
Subjects:	L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan)
Depositing User:	Dedik Ariya Sujana
Date Deposited:	20 Sep 2023 08:56
Last Modified:	20 Sep 2023 08:56
URI:	http://repository.upi.edu/id/eprint/106882

Actions (login required)

View Item