PENGARUH KUALITAS PELAYANAN DALAM MEMULIHKAN CITRA BUS TRANS JOGJA (SURVEY PADA ANGGOTA BISMANIA COMMUNITY JOGJA)

NUR AINI INDRAWATI , NIM. 09730073 (2013) PENGARUH KUALITAS PELAYANAN DALAM MEMULIHKAN CITRA BUS TRANS JOGJA (SURVEY PADA ANGGOTA BISMANIA COMMUNITY JOGJA). Skripsi thesis, UIN SUNAN KALIJAGA.

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Abstract

Trans Jogja bus is a means of transportation that stood since 2008. This initial fleet stood staying digadang as environmentally friendly transportation, safe, comfortable. However, with time, this fleet many setbacks ranging from shelter, fleet and also the service provided to users. Complaints about the decline in quality is also expressed by the parliament. For those researchers interested in conducting further research on the decline in service quality. This study used quantitative methods, according Sugiyono stages in this study are (1) the questionnaire method, a method of data collection is done by giving a set of questions or written questions to the respondent to answer. (2) the method of interview, the researchers besides distributing questionnaires, when the respondent completing the interview is also open to obtain maximum results and valid. (3) documentation method, a method of searching for data about things or variables such as notes, books, newspapers, minutes of meetings, and so on. In this study the researchers used these methods to support the maximum results and valid. The results of this study indicate about how much influence can affect the image quality of care that arise in the community. From the results of questionnaire distribution is known that the majority of respondents was to provide an assessment of service quality and image of bus Trans Jogja. Validity and reliability of service quality 0.361 with a percentage of 13% of the 100 respondents is low, 85% of the 100 respondents were, 2% of respondents rate high. For the image of 9% of the 100 respondents is low, 90% of the 100 respondents were, and 1% of the 100 respondents rated high. The results can be seen that the quality of service needs to be improved, because only in varying degrees of being. Keywords: Service, Image, Trans Jogja Bus

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