¹Muhammad Robby Falito, ²Nanis Susanti, ³Endah Budiarti

^1,2,3Faculty of Economics and Business, Universitas 17 Agustus 1945 Surabaya, Indonesia

DOI : https://doi.org/10.58806/ijsshmr.2024.v3i7n15

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ABSTRACT

This research aims to determine discount prices in mediating the influence of service quality and ease of transactions on toll road customer satisfaction on the PT Waskita Bumi Wira section of the Krian - Gresik section. The survey method in the form of a questionnaire was carried out on respondents from all users of the PT Waskita Bumi Wira toll road for the Krian - Gresik section, which was selected as a sample with a total of 100 respondents taken non-probability using a purposive sampling technique. Filling out the questionnaire is carried out online using the Google Form application. Statistical data analysis was measured using WarpPLS software version 5.0 PLS (Partial Least Square) starting from model measurement (outer model), model structure (inner model) and hypothesis testing. Research findings show that partially service quality and ease of transactions have a significant effect on customer satisfaction. The respondents in this study were customers on the PT Waskita Bumi Wira toll road for the Krian - Gresik toll road. It was researched that the discount price variable was able to mediate the influence of service quality and ease of transactions on customer satisfaction by 69.1% or in other words, the frequency of customer satisfaction with road users. This toll road has quite good performance so that the results of the work, both quantity and quality, achieved by PT Waskita Bumi Wira have created feelings of satisfaction for users of the Krian - Gresik toll road section regarding the expected performance (or results).

KEYWORDS:

Discount Prices, Service Quality, Ease of Transactions, Customer Satisfaction

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