PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PENUMPANG KAPAL PT PELNI CABANG JAKARTA

Abstrak

This study was conducted to examine and analyze the influence of service quality and price on passenger satisfaction at PT PELNI Jakarta Branch. Using a quantitative approach, this study involved 97 respondents as the research sample. Data were collected through observation, documentation study, and the distribution of Likert-scale questionnaires. The data were analyzed using IBM SPSS Statistics version 27. The statistical analyses included data quality tests, classical assumption tests, hypothesis testing, coefficient of determination, and multiple linear regression analysis. The results showed that service quality had a positive and significant partial effect on passenger satisfaction, with a t-count value of 7.637 greater than the t-table value of 1.986 and a significance value of 0.000 < 0.05. Price also had a positive and significant partial effect on passenger satisfaction, with a t-count value of 6.258 greater than the t-table value of 1.986 and a significance value of 0.000 < 0.05. Simultaneously, service quality and price had a positive and significant effect on passenger satisfaction, with an F-count value of 127.850 greater than the F-table value of 3.09 and a significance value of 0.000 < 0.05. The R Square value of 0.731 indicates that service quality and price jointly explain 73.1% of the variation in passenger satisfaction, while the remaining 26.9% is influenced by other factors outside the research model.