ANGGI, PRASETYO NUGROHO (2018) ANALISIS KUALITAS PELAYANAN KANTOR KSOP KELAS II KIJANG TERHADAP KEPUASAN PELANGGAN DI KABUPATEN BINTAN KEPULAUAN RIAU (Studi Kasus Perpanjangan Sertifikasi Kapal Penumpang dan Barang). SKRIPSI.
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Abstract
In this study, analysis of five tangible, reabillity, responsiveness, assurance, emphaty variables. As an independent variable affecting the dependent variable that is customer satisfaction certification. The formulation of the problem, the research objectives, and the hypothesis in this study is to analyze the positive and significant effects individually between independent variables, namely: direct evidence, reliability, responsiveness, insurance, empathy for the dependent variable, namely customer satisfaction certification. In this research, the object taken is the Class II Kijang Port Authority and Port Authority Office and customer extension certification at the Class II Kijang Port Authority and Harbormaster Office. The data analysis technique is a multiple linear regression technique. Based on the results of the research and data analysis the regression equation is produced: Y = 0,991 + 0,248.X1 + 0,224.X2 + 0,211.X3 + 0,298.X4 + 0,196.X5 + µ The results of multiple linear equations show that there is a partial positive and significant influence between tangible / direct evidence of customer satisfaction (tcount = 2.446> ttable = 1.9983), reablity / reliability and significant influence on customer satisfaction (thitung = 2.258> ttable = 1.9983), responsiveness / responsiveness has a significant effect on customers (tcount = 2.145> ttable = 1.9983), assurance / guarantee has an effect on and significant to customer satisfaction (tcount = 2.980> ttable = 1.9983), emphaty / empathy influential and significant to customer satisfaction (t count = 2.049> ttable = 1.9983). The influence of the five research variables is very strong with the correlation value R2 shows the number of R Square is = 44.3%. And 60.1% of customer satisfaction of certification extension is influenced by research variable which is not detected in this research. Keywords: Tangible, Reliabillity, Responsiveness, Assurance, Emphaty.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1619.14.005 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Nov 2019 08:41 |
| Last Modified: | 25 Nov 2019 08:41 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/286 |
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