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  • nazwirman nazwirman
    Universitas YARSI Jakarta


The study was conducted on the Transjakarta busway. The purpose of the study was to analyze and determine the effect of perceived service quality variables and customer value variables on repurchase variables. The results of the study partially there is a significant positive effect on the perceived service quality on the variable repurchase. Partially there is a positive no significant effect on the Customer Value variable on the Repurchase variable. Simultaneously there is an effect of perceived service quality variables and Customer Value variables on Repurchase variables because in the F-count analysis> F-table. Based on the gender of female passengers on Busway trends. Marital status tends to be single. Age is predominantly between the ages of 20 and 30 years. Education level of most high schools. The most dominant jobs are private employees and the average passenger uses Transjakarta to work. The study uses descriptive associative method aims to determine the relationship between two or more variables.

Penelitian dilakukan terhadap busway Transjakarta. Tujuan penelitian menganalisis dan mengetahui pengaruh variabel Kualitas Layanan yang dirasakan dan variabel Nilai Pelanggan terhadap variabel Pembelian Ulang. Hasil penelitian secara parsial terdapat pengaruh signifikan positif variabel Kualitas Layanan yang dirasakan terhadap variabel Pembelian Ulang. Secara parsial terdapat pengaruh tidak signifikan positif  variabel Nilai Pelanggan terhadap variabel Pembelian Ulang. Secara simultan terdapat pengaruh variabel Kualitas Layanan yang dirasakan dan variabel Nilai Pelanggan terhadap variabel Pembelian Ulang karena dalam analisis F-hitung > F-tabel. Berdasarkan jenis kelamin kecenderungan penumpang adalah perempuan. Status perkawinan kecenderungan berstatus single. Usia didominasi berusia antara 20 sampai dengan 30 tahun. Tingkat pendidikan sebagian besar SMU. Pekerjaan paling dominan karyawan swasta dan rata-rata penumpang menggunakan Transjakarta untuk bekerja. Penelitian menggunakan metode deskriptif asosiatif  bertujuan untuk mengetahui hubungan antara dua variabel atau lebih.


customer value, kinerja kualitas layanan, nilai pelanggan, pembelian ulang, perceived service quality, repurchase, Transjakarta


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Published Mar 28, 2018
How to Cite
NAZWIRMAN, nazwirman. PENGARUH KINERJA KUALITAS LAYANAN YANG DIRASAKAN DAN NILAI PELANGGAN TERHADAP PEMBELIAN ULANG (STUDI PADA BUSWAY TRANSJAKARTA). Jurnal Organisasi dan Manajemen, [S.l.], v. 14, n. 1, p. 52-66, mar. 2018. ISSN 2442-9155. Available at: <>. Date accessed: 17 june 2019.