PENGARUH FASILITAS, KUALITAS LAYANAN DAN LOKASI  TERHADAP KEPUASAN PENUMPANG PT. ASDP

Yashinta Anggun    Febriana; Hening Widi  Oetomo

Yashinta Anggun Febriana
Hening Widi Oetomo

Keywords: facility, service quality, place, passenger satisfaction

Abstract

The purpose of this research is to find out the influence of facility, service quality, and place to the passenger
satisfaction on PT. ASDP Indonesia Ferry Surabaya branch. Qualitative method has been applied in this
research.The population is all passengers of PT. ASDP Indonesia Ferry Surabaya branch and the numbers of the
passengers are unknown. The sampling technique has been carried out by using probability sampling technique
and the numbers of samples are 100 respondents who have ever used the service of PT. ASDP Indonesia Ferry
Surabaya branch. The regression equation in this research is multiple linear regressions which have been applied
in order to test the influence of independent variables to the dependent variable.The result of goodness of fit test
shows that facility, service quality, and place are the explanatory variable of passenger satisfaction. The result of
hypothesis test shows that facility has significant influence to the passenger satisfaction; service quality has
insignificant influence to the passenger satisfaction; place has significant influence to the passenger satisfaction.
The variable which has dominant influence to the passenger satisfaction is place.

Keywords: facility, service quality, place, and passenger satisfaction