@thesis{thesis,
		author={MELANI  ANGELINA},
		title ={PENGARUH SERVICE EXCELLENT TERHADAP KEPUASAN PELANGGAN PADA SKEMA FEEDER PDP – BUAH BATU – MIM LINTAS SHUTTLE BANDUNG},
		year={2022},
		url={http://repository.stp-bandung.ac.id/1459/},
		abstract={The Covid-19 pandemic has had a significant impact, one of which is on the 
transportation business sector. Lintas Shuttle as a business actor in the transportation 
sector is trying to stay afloat, one of which is by implementing a feeder scheme. The 
implementation of this feeder scheme turned out to be causing complaints from 
passengers, especially upon arrival in the city of Bandung. As a result of complaints, it 
indicates that the service has not been able to achieve service excellent or excellent 
service, which then affects customer satisfaction with the service. This study aims to 
determine how the effect of service excellent on the arrival feeder scheme at the PDP -
Buah Batu - MIM point on customer satisfaction. The research method used is 
descriptive research with a quantitative approach, using data collection tools in the form 
of questionnaires or questionnaires supported by data from observations. The 
distribution of questionnaires was given to a sample of 120 respondents, using the 
accidental sampling method. Variable X, namely service excellent, has eight sub?variables and Variable Y has three sub-variables, where all statement items are valid 
and reliable. In data analysis, a simple linear regression test and normality test were 
used. The results showed that service excellent was in a good category, customer 
satisfaction was in the slightly good category and there was a significant influence 
between service excellent on customer satisfaction by 85.1%, and the data were normally 
distributed. Recommendations by researcher that can be used by Lintas Shuttle on the 
PDP - Buah Batu - MIM feeder scheme are the implementation of capacity training, 
optimization of facilities and customer satisfaction surveys.The Covid-19 pandemic has had a significant impact, one of which is on the 
transportation business sector. Lintas Shuttle as a business actor in the transportation 
sector is trying to stay afloat, one of which is by implementing a feeder scheme. The 
implementation of this feeder scheme turned out to be causing complaints from 
passengers, especially upon arrival in the city of Bandung. As a result of complaints, it 
indicates that the service has not been able to achieve service excellent or excellent 
service, which then affects customer satisfaction with the service. This study aims to 
determine how the effect of service excellent on the arrival feeder scheme at the PDP -
Buah Batu - MIM point on customer satisfaction. The research method used is 
descriptive research with a quantitative approach, using data collection tools in the form 
of questionnaires or questionnaires supported by data from observations. The 
distribution of questionnaires was given to a sample of 120 respondents, using the 
accidental sampling method. Variable X, namely service excellent, has eight sub?variables and Variable Y has three sub-variables, where all statement items are valid 
and reliable. In data analysis, a simple linear regression test and normality test were 
used. The results showed that service excellent was in a good category, customer 
satisfaction was in the slightly good category and there was a significant influence 
between service excellent on customer satisfaction by 85.1%, and the data were normally 
distributed. Recommendations by researcher that can be used by Lintas Shuttle on the 
PDP - Buah Batu - MIM feeder scheme are the implementation of capacity training, 
optimization of facilities and customer satisfaction surveys.}
		}