Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bus Trans Batam Di Kota Batam

Abstract

This study aimed to provide empirical evidence on the influence of service quality and price fairness to customer satisfaction of Bus Trans Batam in Batam. The population of this study were passangers of Bus Trans Batam. The sampling method used is Nonprobability Sampling by using Purposive Sampling Approach. There are 366 samples that meet the criteria of this study sample. Data analysis technique used were Structural Equation Modeling Smart Partial Least Square (SEM-SmartPLS 3.0). The results of this study indicate that service quality and price fairness have a positif influence to customer satisfaction of Bus Trans Batam. Further research can focus on another public sector or private sector and can analyze other factors that affect to customer satisfaction.