LUKMAN, LUKMAN (2019) ANALISIS PENGARUH FACILITIES, DISCIPLINE, DAN COMMUNICATION TERHADAP CUSTOMER SATISFACTION (Studi Kasus Pada PT. Pelindo III (Persero) Cabang Tanjung Emas Semarang). SKRIPSI.
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Abstract
Quality of service provides an incentive for service users to establish strong bonds with service providers. Bonds like this in the long term allow agencies to understand carefully the expectations of service users, thus the agency can increase the satisfaction of service users where agencies maximize the experience of users as input. The research purpose of this is to know how to analyze the influence (facilities, discipline and communication) to the customer satisfaction at PT. Pelindo III (Persero) Tg. Emas Semarang. This study uses quantitative data (Likert scale) and multiple linear regression analysis (Y = 4,482 + 0,205X1 + 0,361X2 + 0,390X3 + u) with a calculation tool spss version 22. Research subjects (n = 100) service users at PT. Pelindo III (Persero) Cab. Tg. Emas Semarang. Data collection techniques use the method of observation, literature, interview methods, questionnaire and documentary methods. The results of statistical research with multiple linear regression equations obtained that facilities (x1) regression coefficient value of 0.205 means positive and the hypothesis accepted tcount 2.055 > ttable equal to 1.98498, discipline (x2), regression coefficient value equal to 0.361 which is positive and the hypothesis is accepted where tcount 3.815 > ttable is 1.98498, and communication (x3) the regression coefficient value equal to 0.390 which is positive and the hypothesis is accepted tcount 3.937 > ttable of 1.98498 whole (X1, X2, X3) positive and significant influence customer satisfaction (Y). The results of determination coefficient test (Adjust R Square) of 0.634 (0.634 x 100% = 63.4%) variables facilities, discipline and communication has contribution role equal to 63.4%, which mean residual from 100% - 63.4% = 36, 6% is the influence of other variables outside of this study. Keywords: facilities, discipline, communication, customer satisfaction.
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Nov 2019 06:42 |
| Last Modified: | 18 Nov 2019 06:42 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/107 |
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