The Influence of Facilities and Service Quality on Satisfaction on Tour Buses in Tulungagung, East Java

Authors

  • Nyo Hiwancobowiono Postgraduate Program, Master of Management, Kadiri University, Kediri City, East Java, Indonesia – 64115
  • Enni Sustiyatik Postgraduate Program, Master of Management, Kadiri University, Kediri City, East Java, Indonesia – 64115
  • Nur Laely Postgraduate Program, Master of Management, Kadiri University, Kediri City, East Java, Indonesia – 64115

Keywords:

Tour bus, Service quality, User satisfaction, Influence of facilities

Abstract

This study aims to analyze the influence of facilities on the satisfaction of tour bus users in Tulungagung, the influence of service quality on the same satisfaction, and the combined impact of facilities and service quality on the satisfaction of tour bus users in the area. This study uses a positivist approach with quantitative methods. Data were collected through questionnaires, observations, and interviews. The analysis includes validity tests, reliability tests, classical assumptions, and multiple linear regression to evaluate the influence of facilities and service quality on tour bus customer satisfaction. Facilities (X1) have a significant positive effect on tour bus user satisfaction, with a coefficient of 0.926 and a p-value of 0.000, indicating that improving facilities increases satisfaction. Conversely, service quality (X2) has a significant negative effect, with a coefficient of -0.442 and a p-value of 0.000, indicating that poor quality reduces satisfaction. Simultaneously, facilities and service quality have a significant effect with an F value of 206.044 and a p-value of 0.000, explaining 73.7% of the variation in user satisfaction.

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Published

2025-07-31

How to Cite

Hiwancobowiono, N., Sustiyatik, E., & Laely, N. (2025). The Influence of Facilities and Service Quality on Satisfaction on Tour Buses in Tulungagung, East Java. Journal of Social Innovation and Business, 1(2), 18–31. Retrieved from https://jurnal.unikchers.com/jsib/article/view/7

Issue

Vol. 1 No. 2 (2025): Nopember

Section

Articles

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Copyright (c) 2025 Nyo Hiwancobowiono, Enni Sustiyatik, Nur Laely

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