THE INFLUENCE OF FRIENDLINESS, PRICE, TIMELINESS, AND FACILITIES ON PASSENGER SATISFACTION OF CITILINK INDONESIA IN BATAM CITY (A CASE STUDY OF PASSENGERS TRAVELING FROM BATAM TO JAKARTA IN 2023)

Abstract

This research aims (1) to determine the effect of friendliness on satisfaction of Indonesian Citilink passengers in Batam City, (2) to determine the effect of price on satisfaction of Indonesian Citilink passengers in Batam City (3) To determine the effect of punctuality on satisfaction of Indonesian Citilink passengers in Batam City , (4) To determine the influence of Facilities on satisfaction of Citilink Indonesian Passengers in Batam City and (5) To determine the influence of Friendliness, Price, Punctuality and Facilities together on satisfaction of Citilink Indonesian Passengers in Batam City. The research method used in this research is a quantitative method using a Likert scale and the sample used is 100 samples. The analytical method used is the multiple linear regression method, determination test, partial t test, and f test. The research results show that Friendliness (X1), Price (X2), Timeliness (X3), and Facilities (X4) together have a positive influence on Passenger satisfaction (Y). Where the multiple linear regression equation Y = 2,481 + -286X1 + 183X2 + 527X3 + 442X4. In the f test, friendliness, price, punctuality and facilities have a significant effect on passenger satisfaction with a significance level of 0.000 <0.05. In the determination test, the contribution percentage for Friendliness was 1.51%, Price was 1.97%, Timeliness was 2.53%, and Facilities was 2.49%. Apart from that, in the partial t test all variables have a significant influence on Passenger satisfaction with the calculated results of Friendliness tcount 3.404 with a significance value of 0.000, Price tcount 3.994 with a significance value of 0.000, Timeliness tcount 4.687 with a significance value of 0.000, and Facilities tcount 4.644 with a significance value 0,000.