Hubungan Service Excellence dan Fasilitas Transportasi Bus dengan Tingkat Kepuasan Konsumen di PT Makmur Halmahera Medan
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Abstract
This study aims to analyze the relationship between service excellence and bus transportation facilities with customer satisfaction levels at PT Makmur Halmahera Medan. The research method used is quantitative with a survey approach. Primary data was obtained by distributing questionnaires to 110 respondents selected using purposive sampling, namely consumers who had used PT Makmur Halmahera Medan bus services at least twice in 2025. Data processing was carried out using SPSS software version 29. The analysis results show that simultaneously, service excellence and bus transportation facilities have a positive and significant effect on customer satisfaction. Partially, service excellence has a significant effect with a beta value of 0.316 (sig. 0.000), while facilities have a more dominant effect with a beta value of 0.417 (sig. 0.000). These two variables together contribute 76.5% to customer satisfaction, while the remaining 23.5% is influenced by other factors outside the scope of this study. These findings emphasize the importance of improving service quality and bus transportation facilities in order to increase customer satisfaction.
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How to Cite
Br. Sinaga, E. R., & Aprinawati. (2025). Hubungan Service Excellence dan Fasilitas Transportasi Bus dengan Tingkat Kepuasan Konsumen di PT Makmur Halmahera Medan. ProBisnis : Jurnal Manajemen, 16(5), 1295–1305. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1212
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Cranford, S. W. (2020). Seven Seconds or Less: Buzzwordy Titles in the Era of MOFs and Tinder. Matter, 3(4), 965–967.
Cronje, J. C. (2020). Designing Questions for Research Design and Design Research in e‑Learning. Electronic Journal of E-Learning, 18(1), pp13-24.
Cunha, I. C. M. da. (2024). Management of Excellence in A Cooperative of Urban Transport Operators. Journal of Interdisciplinary Debates, 5(2). https://api.semanticscholar.org/CorpusID:271428841
Fryer, L. K., & Dinsmore, D. L. (2020). The Promise and Pitfalls of Self-report: Development, research design and analysis issues, and multiple methods. Frontline Learning Research, 8(3), 1–9.
Grieshaber, S. (2020). Equity and research design. In Doing early childhood research (pp. 177–191). Routledge.
Hardini, R., & Digdowiseiso, K. (2023). The Impact of Service Excellence on Customer Satisfaction in Tax Service Offices: A Systematic Literature Review. Atestasi: Jurnal Ilmiah Akuntansi, 6(2), 776–784. https://doi.org/10.57178/atestasi.v6i2.765
Iyonda, M., & Yamit, Z. (2023). Pengaruh Kualitas Layanan terhadap Daya Saing dan Kepuasan Pelanggan pada Biro Jasa Perjalanan M Trans Wonosobo. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 2(1), 169–177. https://journal.uii.ac.id/selma/index
Kaitaro, K. K., Budiman, I. A., & Sahroni, T. R. (2024). Analysis and Assessment of Passenger Comfort Level in Sustainable Public Bus Transportation System. IOP Conference Series: Earth and Environmental Science, 1324(1), 012067. https://doi.org/10.1088/1755-1315/1324/1/012067
Kusnandar, H. F., & Andini, D. (2024). Buku Ajar Pelayanan Prima Di Era Digital (N. Rismawati (ed.); 1st ed.). Widina Media Utama. www.freepik.com
Mardani, I., R Oktini, D., & A R, M. M. (2023). Pengaruh Pelayanan Prima dan Harga Ekonomis terhadap Kepuasan Konsumen Bus Budiman. Bandung Conference Series: Business and Management, 3(1). https://doi.org/10.29313/bcsbm.v3i1.5871
Purba, H. N. B., Jumjuma, Nst, L. M., Novita, V., & Fitri, N. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Penumpang Transportasi Bus Trans Metro Deli Kota Medan. IJEN: Indonesian Journal of Economy and Education Economy, 2(3), 420–427.
Putri, N. I. P. (2022). Pengaruh Transportasi Umum terhadap Perkembangan Antar Wilayah Administrasi di Jakarta. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 8(1), 63–75. https://journal.itltrisakti.ac.id/index.php/jmtbtl
Rahma, C. S., & Farida, L. (2024). The Influence of Product Quality, Price, Brand Image and Excellent Service on Consumer Satisfaction (Study on Aqua Products in Malang City). AJEMB: American Journal of Economic and Management Business, 3(7), 174–187.
Sahputro, R. B., & Setyaning, A. N. A. (2024). Analysis of the Influence of Experiential Value and Relationship Quality on Customer Loyalty: A Case Study on RDM Tourism Bus. Asian Journal of Economics, Business and Accounting, 24(12), 94–115. https://doi.org/10.9734/ajeba/2024/v24i121594
Saragih, M., & Novimariono, N. (2020). An Experimental Study of The Effectiveness PEOW MODEL Through Applying Quartet Card in Teaching English Writing. Indonesian Journal of Education, Social Sciences and Research (IJESSR), 1(1), 32–40.
Shu, K., Mahudeswaran, D., Wang, S., Lee, D., & Liu, H. (2020). Fakenewsnet: A data repository with news content, social context, and spatiotemporal information for studying fake news on social media. Big Data, 8(3), 171–188.
van der Giesen, C., Cucurachi, S., Guinée, J., Kramer, G. J., & Tukker, A. (2020). A critical view on the current application of LCA for new technologies and recommendations for improved practice. Journal of Cleaner Production, 259, 120904.