Analisis Sistem Fasilitas Pelayanan dan Kualitas Serta Harga terhadap Kepuasan Pelanggan pada Unit Pengelola Pengujian Kendaraan Bermotor (UPPKB) Kedaung Angke Dinas Perhubungan Provinsi DKI Jakarta

Abstract

The Motor Vehicle Testing Management Unit (UPPKB) Kedaung Angke, DKI Jakarta Provincial Transportation Service is one of the places used by customers to conduct mandatory testing of motorized vehicles. Customer satisfaction is influenced by the variables of service facilities, quality and price, where service facilities, quality and price have a good impact on customer satisfaction. The purpose of this study was to analyze the effect of service facilities, quality and price on customer satisfaction at the Motor Vehicle Testing Management Unit (UPPKB) Kedaung Angke, Transportation Service of DKI Jakarta Province. This type of research is quantitative descriptive and the nature of the research uses the associative level of explanation. The sampling technique used is based on any member of the population who coincidentally meets with the researcher to be able to provide the necessary information. The data analysis method was carried out by analyzing the path diagram data. The results showed that service facilities, quality and price had a positive and significant effect on customer satisfaction at the Motorized Vehicle Testing Management Unit (UPPKB) Kedaung Angke, Department of Transportation DKI Jakarta Province.