APRILIA, YUDIPRATIWI (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PENGGUNA JASA PANDU DI PT. PELABUHAN INDONESIA III CABANG TANJUNG INTAN CILACAP. SKRIPSI.
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Abstract
Sea transportation is a gate of isolation over remote areas and far from the center of activity, especially in supporting economic activities. One of the port services that has a vital role in ship activities at ports is scouting services. To realize this the ship owner appoints his representative to take care of all the needs of his ship. Pandu service user satisfaction can be seen from the ability of service providers to provide the promised service accurately. This study aims to determine and analyze how much influence the facility, the expertise of the guide and the discipline of the guide to the satisfaction of the users of the guide at PT. Pelabuhan Indonesia III Tanjung Intan Cilacap Branch. The number of samples in this study was 90 respondents who were service users at PT. Pelabuhan Indonesia III Tanjung Intan Cilacap branch. Based on multiple linear regression analysis results obtained Y = 0.063 + 0.356X1 + 0.217X2 + 0.390X3 + µ. Facility partial test results, pilot expertise and pilot discipline have a positive and significant effect on service user satisfaction. Evidenced by the results of the comparison of the value of t arithmetic with t table and with a comparison of the significance level of 5% (0.05) where the facility variable t arithmetic (3.099)> t table (1.98761) with a significance level of 0.001 <0.05, the scout variable expertise t (2,156)> t table (1,98761) with a significance level of 0.007 <0.05, a disciplinary variable t arithmetic (3,729)> t table (1.98761) with a significance level of 0.006 <0.05. R2 test, facilities, pilot expertise, pilot discipline has a significant influence on the satisfaction of pilot service users by 61.9%, while the remaining 38.1% is explained by other causes other than the variable model not examined. Keywords: Facilities, Guide Skills, Guide Discipline, Pilot Service Users
| 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/112 |
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