PENGARUH KEPERCAYAAN, KUALITAS LAYANAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN PENUMPANG (Studi Pada Penumpang Kereta Api Kelas Ekonomi Tawang Jaya Jurusan Semarang-Jakarta di Stasiun Poncol PT. KAI DAOP IV Semarang)

Abstract

The purpose of this study was to describe and analyze the influence of trust, service quality and price perception on passenger satisfaction of the Tawang Jaya Economy Class Railway Department of Semarang-Jakarta at Poncol Station PT. KAI DAOP IV Semarang. In this study independent variables that affect passenger satisfaction are limited to the variables of trust, service quality and price perception. The population in this study were passengers of the Tawang Jaya Economy Class Railway Department of Semarang-Jakarta at Poncol Station PT. KAI DAOP IV Semarang. And selected as many as 100 respondents were used as samples. Data testing techniques used include validity test with factor analysis, reliability testing with cronbach alpha, multiple linear regression analysis, and significance test of the determination coefficient to prove the validity of the hypothesis. The test results obtained that there is a significant influence on the variable of trust in passenger satisfaction. There is a significant influence on service quality variables on passenger satisfaction. There is a significant effect of price perception variables on passenger satisfaction.

Key Word : Trust, Service Quality and Perceptions of Price and Passenger Satisfaction