Record Details

TRANSJAKARTA COMPANY’S STRATEGY AND MINIMUM SERVICE STANDARD TO RAISE PASSENGERS’ SATISFACTION

Journal of Management and Entrepreneurship

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Title TRANSJAKARTA COMPANY’S STRATEGY AND MINIMUM SERVICE STANDARD TO RAISE PASSENGERS’ SATISFACTION
 
Creator Silaningsih, Endang
Gemina, Dwi
Yuningsih, Erni
 
Subject —
Minimum service standard, passengers’ satisfaction, performance
 
Description The objective of this research is to determine the effects of minimum service stan­dar­d on passengers’ sa­tisfaction, the strategy application and the performance of Trans­ja­karta Company. Ques­tio­n­nai­res are distributed to 200 respondents. The form of research is des­­criptive and veri­fi­ca­ti­ve. The research model is multiple regression with the Likert scale. The results of this research sho­w that minimum service standard (re­lia­bi­lity, security and sa­fety, convenience and com­fort) simultaneously affect passengers’ satisfaction. Re­li­a­bi­lity and comfort partially af­fect passengers’ satisfaction. Security and safety, and con­­venience do not affect pas­sengers’ satisfaction. The strategy application uses import­ance per­­formance analysis (IPA). The stra­tegies are 1) Conducting continuous im­prove­ments to in­crease attribute per­for­man­ce 2) Maintaining good performance; 3) Managing seriously in order not to incite passengers’ disappointment; 4) Evaluating all excessive activities.
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2015-03-02
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format image/ipeg
 
Identifier http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/19225
10.9744/jmk.17.1.1-10
 
Source Jurnal Manajemen dan Kewirausahaan; Vol 17, No 1 (2015): MARCH 2015; 1-10
1411-1438
 
Language eng
 
Relation http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/19225/18794
 
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