PENGARUH KEPUASAN PENUMPANG DAN INSENTIF TERHADAP PERILAKU WORD OF MOUTH PENUMPANG JASA ANGKUTAN BUS PO.NPM ANTAR KOTA ANTAR PROVINSI.

Irwanda, Irwanda and SURYA DHARMA.,SE.,M.Si, SURYA and Lindawati, Lindawati (2015) PENGARUH KEPUASAN PENUMPANG DAN INSENTIF TERHADAP PERILAKU WORD OF MOUTH PENUMPANG JASA ANGKUTAN BUS PO.NPM ANTAR KOTA ANTAR PROVINSI. Diploma thesis, Universitas Bung Hatta.

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Abstract

PENGARUH KEPUASAN PENUMPANG DAN INSENTIF TERHADAP PERILAKU WORD OF MOUTH PENUMPANG JASA ANGKUTAN BUS PO.NPM ANTAR KOTA ANTAR PROVINSI. 1 Irwanda, 1 Surya Dharma, 1 Lindawati 1 Student department Of Management , Faculty Of Economics , University Of Bung Hatta Email: Wanda_comet@yahoo.com , priyatama_surya@yahoo.com , 11 1nda@yahoo.co.id Abstrack This research to know how the effect of passenger satisfaction and incentives on the behavior of Word Of Mouth (WOM). The analysis technique used is multiple regression analysis. This research instrument in the form of a questionnaire. The sample in this study are all customers who have used the services of Bus PO.NPM brjumlah 100 respondents. Results of the study found that: (1) passenger satisfaction positive effect on Word Of Mouth (WOM) with the value of regression 0.143 and 0.020 significance level. (2) Incentive positive effect on Word Of Mouth (WOM) with the value of regression 0.502 and 0.000 significance level. (3) Satisfaction and Incentive simultaneously positive effect on Word Of Mouth (WOM) due to the significant level. Suggestions that can be recommended is the company should be able to improve service quality and passenger comfort while in transit and improving incentives for satisfaction and incentives can increase Passengers Word Of Mouth. Keywords: Satisfaction, Incentives, Word Of Mouth (WOM).

Item Type: Thesis (Diploma)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: iswandi ubh
Date Deposited: 03 Dec 2024 03:53
Last Modified: 03 Dec 2024 03:53
URI: http://repo.bunghatta.ac.id/id/eprint/23688

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