NURUL, IMAM (2019) ANALISIS FAKTOR KECEPATAN BONGKAR MUAT, FASILITAS PERALATAN DAN PENETAPAN HARGA TERHADAP KEPUASAN PELANGGAN DI PT. PELABUHAN INDONESIA III (PERSERO) TERMINAL PETIKEMAS SEMARANG. SKRIPSI.
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Abstract
Customer satisfaction is a consumer behavior response in the form of after-purchase evaluation of an item or service that it feels (product performance) compared to consumer expectations. there are many factors that influence customer satisfaction, such as: relating to document services, dock services, gate services, warehouse services, all of which greatly affect the occurrence of customer satisfaction. In this study, we will analyze three research variables, namely the factor of loading and unloading speed, equipment facilities and pricing as independent variables that influence variable dependence, namely customer satisfaction. Problem formulation, research objectives and hypotheses in this study were to analyze the effect of independent variables, namely loading and unloading speed, equipment facilities and pricing on variable dependencies, namely customer satisfaction. In this study the object taken is all customers at PT. Pelabuhan Indonesia III (Persero) Semarang Container Terminal Data sources include primary and secondary data. The sample in this study were 120 respondents who were part of the customers who used the services of PT. Pelabuhan Indonesia III (Persero) Semarang Container Terminal. The sampling technique used is Random sampling technique and the data analysis method used is a multiple linear regression technique using the SPSS version 22 program. Based on the results of the analysis with SPSS version 22 statistical aids, it was found that the equation of multiple regression models of research was: Y = 2,041+ 0.311X1 + 0,155.X2 + 0,299.X3 + µ The results of multiple linear regression equations show that there is a positive & significant partial effect between loading and unloading speed factors on customer satisfaction (t count 4.376> t table 1.98063), equipment facilities for customer satisfaction (t count 2.039> t table 1.98063) pricing of customer satisfaction (t count 4.852 t table 1.98063) The influence of the three research variables is very strong with the Adjusted R Square correlation value = 0.506. Keywords: Factors of loading and unloading, equipment facilities, pricing, customer satisfaction.
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Nov 2019 08:03 |
| Last Modified: | 18 Nov 2019 08:03 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/111 |
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