NIKMATUL, HIDAYANA (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PENUMPANG KMP. SIGINJAI PADA PT. ASDP INDONESIA FERRY (PERSERO) (Studi Kasus Pada Penumpang Kelas Ekonomi KMP. Siginjai Trayek Karimunjawa-Jepara). SKRIPSI.
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Abstract
In the world of business competition, satisfying passenger needs is very important in a company engaged in services, so that these passengers remain loyal and not turn to competitors. Therefore PT ASDP Indonesia Ferry (Persero) is committed to continuously innovating to improve the crossing services that passengers can enjoy. However, the service provided is not always in accordance with what is expected by each passenger, because each passenger has a different perception of expectations. For this reason, it is necessary to measure the level of satisfaction of KMP passengers. Siginjai at PT ASDP Indonesia Ferry (Persero) related to service quality, ship facilities and prices. This study aims to determine the effect of service, ship facilities and prices on the level of satisfaction of KMP passengers. Siginjai (economy class) on the Karimunjawa islands (Karimunjawa-Jepara route). This study also aims to analyze the most dominant factors affecting KMP passenger satisfaction. Siginjai. This research was conducted with a questionnaire method for 100 KMP passenger respondents. Siginjai. The analysis technique in this study used multiple linear regression analysis. Regression formulation in this study are as follows: Y = 1,558 + 0,275X1 + 0,415X2 + 0,317X3 + µ The results of multiple regression studies indicate that there is a partial positive effect on service quality on passenger satisfaction (tcount 3.854> ttable 1.98472), ship facilities to passenger satisfaction (tcount 5.288> ttable 1.98472) and prices to passenger satisfaction (tcount 4.073> ttable 1.98472). The influence of the three research variables is very strong with adjusted R2 = 0.530 correlation value. Keywords: service quality, ship facilities, price and passenger satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | NRP. 151604088 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Nov 2019 03:40 |
| Last Modified: | 22 Nov 2019 03:40 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/202 |
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