TA DIGITAL
Pengaruh kualitas pelayanan inti dan kualitas pelayanan periferal terhadap kepuasan pelanggan bus rapid transit (BRT)
The Influence of The Core Service Quality and Peripheral Service Quality
Toward The Customer's Satisfaction of BRT Semarang
Bus Rapid Transit (BRT) or known as bus way is a fast, precise, comfortable,
punctual, and inexpensive massive transportation's bus system. BRT Semarang, in
their service to increase the customer's satisfaction, BRT Semarang still
experiencing several matters which is told by the customer through grievance. To
increase the customer's satisfaction of BRT Semarang, by way of quality they give,
that is The Core Service Quality and Peripheral Service Quality.
The data aggregation method uses questioner, observation, and literature
review. In this research, the sampling method used is the purposive sampling with
sample 120 from 30 sample per BRT Semarang's corridor. The analysis method
used is the validation test, reliability test, multiple linear regression, T test, F test.
Determination coefficient with SPSS 22.0
Based on the result of the DAT analysis, it is obtainable the regression equation as
follow:
Y = 0,582 + 0,803 X1+ 0,323 X2
From the regression equation above it can be concluded that the Quality of
core service and the Peripheral Service affect significantly to the customer's
satisfaction with the determinant coefficient 35% while 65% is explained by another
variable which is not observed. Based on the result of the analysis, it can be
concluded that there is a significant effect between the core service quality and the
peripheral service quality toward the customer's satisfaction of BRT Semarang. It
means that if the quality of core service and the peripheral service are increased, it
will increase the customer's satisfaction highly.
Key word: core service quality, peripheral service quality, ustomer's satisfaction.
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