ANALISIS KEPUASAN PELANGGAN BUS PO. HARYANTO MOTORS INDONESIA

Abstract

This study aims to determine the expectations and reality felt by bus passengers of PO. Haryanto Motors
Indonesia and knowing the satisfaction of bus passengers of PO. Haryanto Motors Indonesia while using
it on a trip out of town. Customer satisfaction is measured by the difference in comparison between
expectations (X) and reality (Y) using indicators of tangible, responsiveness, reliability, assurance, and
empathy. This research is a quantitative case study. Secondary data was obtained from the company. The
research population is part of the bus passengers PO. Haryanto Motors Indonesia. The number of samples
in this study was 100 respondents. The analytical technique used is descriptive analysis, paired t-test, and
grafics. The results showed that there was a significant difference between the expectations (X) of
passengers and the reality (Y) felt by bus passengers PO. Haryanto Motors Indonesia.