Muhammad, Roza (2019) ANALISIS PENGARUH SERVICESCAPE (LINGKUNGAN LAYANAN), PEMANFAATAN TEKNOLOGI DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN CONTAINER PADA PT. PELINDO I CABANG BELAWAN, MEDAN. SKRIPSI.
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Abstract
In this study aims to determine the effect of servicescape (service environment), technology utilization, and service quality on customer satisfaction. The formulation of the problem posed by the author is how the influence of the free variable is servicescape (service environment), the use of technology, and service quality partially and simultaneously. The hypothesis proposed is presumably partially and simultaneously the variable servicescape (service environment), technology utilization, and service quality have a positive and significant effect on customer satisfaction. The population in this study was 2000 container customers in January 2019. After sampling techniques were carried out using simple random sampling techniques, a total of 100 respondents were obtained randomly without regard to the starata in the population. This data analysis technique uses multiple linear regression analysis. Based on the results of the study, the following multiple linear regression equations were obtained: Y = 0.491 + 0,330X1 + 0,414X2 + 0,196X3 + µ. Where it is explained that the constant value is 0.491, servicescape (service environment) with a regression coefficient of 0.330 (X1), the use of technology with a regression coefficient of 0.414 (X2), and service quality with a value of 0.196 (X3). The test results show that independent servicescape (service environment), technology utilization, and service quality have a positive effect on customer satisfaction. Keywords : Servicescape (Service Environment), Technology Utilization, Service Quality and Customer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM.1516.04.083 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Nov 2019 08:51 |
| Last Modified: | 21 Nov 2019 08:51 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/179 |
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