THE EFFECT OF LARGE SCALE SOCIAL RESTRICTION POLICY AND SERVICE QUALITY ON COMMUTER LINE CUSTOMERS SATISFACTION AT BEKASI STATION

Arief Rizky Satriawan, Muhammad Thoha, Lis Lesmini, Asep Ali Thabah

Abstract


The purpose of this study is to analyze the impact of PSBB policy (Large Scale Social Restrictions Policy) and service quality on the customers’ satisfaction of Commuter Line at Bekasi Station. The research method used in this study was quantitative descriptive, where the data were obtained by questionnaires and literature studies. The study population was Commuter Line customers who use Commuter Line at Bekasi Station. The research sample was obtained by using the Purposive Sampling technique from 105 respondents as the sample. The data analysis technique used in this study was a multiple linear regression analysis. The results of this study are that the PSBB (X1) and service quality (X2) policies have a positive and significant effect on customer satisfaction (Y) with an R Square output value of 0.621. This means that the variables X1 and X2 have a simultaneous influence on Y variable by 62.1%.


Keywords


PSBB Policy, Service Quality, Customer Satisfaction, Bekasi Station, Commuter Line

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DOI: https://doi.org/10.25292/atlr.v3i0.250

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