新常态下泗水巴士总站消费者对服务品质的认知

Nurdhina Arifa, M. Sholahuddin
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引用次数: 1

摘要

公交总站在社区活动中起着重要的作用,是交通网络的一个节点。新常态下,人们更需要高质量、安全的公共交通。服务质量可以从消费者对服务的感知中看出。本研究评估了有形,可靠性,响应性,保证和共情维度对消费者在苏拉卡塔(中爪哇,印度尼西亚)公交车站新常态时代感知的影响,使用谷歌表格问卷。问卷包含20个问题。所有指标,包括有形结构、可靠性、响应性、保证和同理心,对消费者的认知都有积极的影响。此外,共情和保证都比其他因素有更高的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Consumer’s Perceptions of Service Quality in Surakarta’s Bus Terminal during New Normal Era
The bus terminal plays an important role in community activities and is a node of the transportation network. In the new normal era, people really need public transportation with good service quality and safe from being exposed to Covid-19. The quality of service can be seen from the consumer's perception of the service. This study evaluates the effect of tangible, reliability, responsiveness, assurance, and empathy dimensions on consumer perceptions of the new normal era at the bus station in Surakarta (Central Java, Indonesia) using a google form questionnaire. The questionnaire contains 20 questions. All indicators, including tangible constructs, reliability, responsiveness, assurance, and empathy, have a positive effect on consumer perceptions. In addition, both empathy and assurance have a higher effect than others.
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