Faktor-Faktor yang Mempengaruhi Kepuasan Penumpang di Terminal B Kabanjahe

Abstract

This research aims to analyze the factors that influence passenger satisfaction at Terminal B Kabanjahe in terms of increasing terminal development. This type of research is quantitative, using descriptive methods. The test results used a list of statements which were then processed using SPSS version 22 software. The research results showed that there was an influence of emotional factors on passenger satisfaction at Terminal B Kabanjahe, in terms of fostering emotional ties to development. There is an influence of product quality factors on passenger satisfaction at Terminal B Kabanjahe, there is a need to increase the development of bus facilities and infrastructure. There is an influence of service quality factors on passenger satisfaction at Terminal B Kabanjahe. The aim of building the terminal is to provide safety and security for passengers. There is no influence of cost factors on passenger satisfaction at Terminal B Kabanjahe, costs will only arise if there is additional passenger cargo, giving tips to the lifters. There is no influence of price factors on passenger satisfaction at Terminal B Kabanjahe, fares vary and are adjusted to the facilities and means available on the bus.