Record Details

ANALISIS MODEL KEPUASAN PENGGUNA JASA TRANSPORTASI KERETA API EKSEKUTIF JURUSAN MALANG JAKARTA

Wacana Journal of Social and Humanity Studies

View Archive Info
 
 
Field Value
 
Title ANALISIS MODEL KEPUASAN PENGGUNA JASA TRANSPORTASI KERETA API EKSEKUTIF JURUSAN MALANG JAKARTA
 
Creator Aswara, Y. Fitra -
Rahman, Fatchur -
Thoyib, Armanu -
 
Description ABSTRACT   All countries have mixed economies, i.e. a combination of a private and public sector. Most of the public services offered to thr public are performed by an agent appointed by the principal (i.e. local or central government). The service offers may or may not be in line with the preferences of the users, i.e. the c1tizents. Public services are offered to the users based on the double principal‑agent relationship, i.e. citizens‑government, and government‑operator. Purposes of this research are to determine the relationships among customer prefrences, customer satisfaction, and customer segments. Research findings indicate that because the low degree of congruence between customer preferences, the public transportation industry offers low utility, i.e. low overall satisfaction score. Heterogeneity in consumer preferences are reflected in different evaluation of service quality areas and drivers of customer satisfaction.   Keywords: Kualitas jasa, Kepuasan konsumen, Industri jasa, jasa Pubik, Transportasi, Perilaku konsumen
 
Publisher Pascasarjana Universitas Brawijaya
 
Contributor —
 
Date 2012-05-10
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://wacana.ub.ac.id/index.php/wacana/article/view/194
 
Source Wacana Journal of Social and Humanity Studies; Vol 13, No 1 (2010); pp.1-11
2338-1884
1411-0199
 
Language eng
 
Relation https://wacana.ub.ac.id/index.php/wacana/article/view/194/170
 


www.freevisitorcounters.com