PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN TIKET.COM DI SURABAYA

Abstract

This study aims to test the impact of the price and the service quality toward the satisfaction the tiket.com customers in Surabaya. The type of this study is a quantitative research with the associative population approach which is applied by the tiket.com application users in Surabaya. For collecting the samples, this study applies the probability sampling with 100 customers. The data of this study is the primary data which are collected by distributing questionnaires. The technique for collecting the data is the libert scale, while the technique of this study is the multiple linear regression. The result of this study is the data instrument test through the normality, the multicollinearity, the validity test, the reliability test, the classic assumption test, the heteroscedasticity shows that the applied variables do not defy the requirements. On the other hand, the result of the F test and the coefficient determination, the regression model which are applied in this study, are appropriate.The result of this study’s hypothesis shows that the service quality and the price give positive and significant impact to the customers satisfaction. The significant result for the coefficient determination (R°) is 0,747. It means that 74,4% variables of the customers sadsfaction is impacted by the service quality and the price. It clarifies that the level of the customers satisfaction will be improved if the quality service and the price are improved as well.
Keywwords: the quality service, the price, and the customers satisfaction.