PENGARUH KUALITAS LAYANAN DAN EMOSIONALTERHADAPKEPUASAN PENUMPANG KERETA APIEKONOMI AC MAJAPAHIT

Abstract

Abstract:This study aims to examine the factorsin determiningcustomersatisfactionisthe qualityof service, product quality, emotional, price, andcost. The purpose of this research is to know the influence of the quality of service and emotional in partial and simultaneous. The population in research is a passengers ofmajapahitAC economic train aged 17to 50 years who have tasted the quality of service majapahitAC economic train. The numberof respondentswas220andquestionnairesconductedinMalangstation. A Method of data collection in this research is by observation, documentation, and questionnaires. The sampling techniqueused wasaccidental sampling. The data analysis techniqueusedis multiple regression analysis. The results showed that service quality and emotional have positive and significantly influence toward passenger satisfaction Majapahit AC economy train either simultaneously. And partially showed that service quality and emotional positive.

Keywords:service quality, emotional and customer satisfaction.