RIZALDY, FAHMI TRIANSYAH (2018) ANALISIS KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN TERMINAL PENUMPANG GAPURA SURYA NUSANTARA SURABAYA. SKRIPSI.
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Abstract
This research aims to know the influence of a service quality, to passagers satisfaction in terminal of Gapura Surya Nusantara Surabaya, namely : reliability (reliability service), responsivness (response service), assurance (guarante service), empaty (empaty service), and tangible (physical evidence service) on customer satisfaction. The formulation of the problem, the purpose of the research and the hypothesis in this research is to analyze the positive and significant influence simultaneous between independent variable Reliability, Responsiveness, Assurance, Empaty, and Tangible to the dependent variable of passenger ship satisfaction at Terminal Gapura Surya Nusantara PT. Pelindo III Port Of Tanjung Perak Surabaya. This is an empirical research. These research population were 100 customer of Terminal GSN Surabaya. The semple technique used wes an Incidental Sampling. Data gathering technique wes conducted by questioneer. Data was analyzed useing multiple regression analysis. The research results show that reliability (reliability service), responsivness (response service), assurance (guarante service), empaty (empaty service), and tangible (physical evidence service). of all variables that have a positive and significant influence also have influence simultaneously to the customer satisfaction. Y = 4,334+0,320 X1 + 0,207 X2+0,369 X3+0,274 X4+0,374 X5+µ From the results of multiple studies show that the most dominant variable on satisfaction is reliability with a regression coefficient of 0.320. With Adjusted R2 test results obtained by 0.406 or 40.6%. Simultaneously variable of reliability, responsiveness, assurance, empathy and tangible influence 40,6% to passenger satisfaction and 59,4% comparison between undetected variables in this research. Keyword : Reliability, Responsivness, Assurance, Empaty, Tangible and Customer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1501.14.106 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Nov 2019 04:24 |
| Last Modified: | 25 Nov 2019 04:24 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/253 |
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