Investigations Of Customer Satisfaction Of Passengers On Merak-Bakauheni Express Ferry

Abstract

The purpose of this research isto determine the effect of perceived price, trust, service quality, and customer satisfaction on the passengers of the Merak-Bakauheni express ferry. This study uses quantitative methods. Collecting data using a survey method with an instrument in the form of a questionnaire. The sample in this study amounted to 200 respondents who had used the ferry express twice in the past year and were 17 years old. data analysis using SPSS version 22 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research results. The results of the research hypothesis show that 1) perceived price has a significant effect on customer satisfaction; 2) trust has a significant effect on customer satisfaction; 3) service quality has a significant effect on customer satisfaction; 4) service quality has a significant effect on trust; 5) perceived price has a significant effect on trust: 6) service quality has a significant effect on customer satisfaction through trust; 7) perceived price has a significant effect on customer satisfaction through trust