PERAN KUALITAS LAYANAN, HARGA, DAN CITRA MERK DALAM MENINGKATKAN KEPUASAN PELANGGAN BUS PARIWISATA PO JURUS ELANG SEMARANG
DOI:
https://doi.org/10.51903/dinamika.v6i1.1188Keywords:
service quality; price; brand image; customer satisfaction; tourist busAbstract
Fierce competition in the tourist bus industry, especially in the price segment, requires companies to understand the key factors that influence customer satisfaction. This study aims to analyze the influence of service quality, price, and brand image on customer satisfaction of PO Jurus Elang in Semarang City through a quantitative approach with an explanatory survey involving 136 respondents selected by purposive sampling. Data were obtained from a Likert scale questionnaire and analyzed using SEM-PLS via SmartPLS. The results of the analysis indicate that service quality and price have a positive but insignificant influence, while brand image has a positive and significant influence on customer satisfaction, with an R-square value of 0.721, reflecting good model strength. These findings emphasize that brand image is a major factor in increasing customer satisfaction, while service quality and price are more likely to be viewed as minimum standards by customers.
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