RISCA, PUTRI LESTARI (2018) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN GO-CAR (Studi Kasus Pada Konsumen Go-Car Di Kota Semarang). SKRIPSI.
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Abstract
Tranportation isa facilities of a very important in support af activities or of the mobility of people every day,so to must prepare will and safely because it was very influenced in activities such as economic, the delivery of goods ar services of passanger trnsport and etc. The company’s online is one of the solution offered by businissed to answer complaints about a mode of transportation not yet feasible and not a good service public trnsportation. The purpose of this study was to determine the effect of tangible, empathy, responsiveness, and assurance eithwr simultan eously and partiallyon satisfaction of customer Go-car in Semarang city. The population in this study is the user services of online Go-car in the city of Semarang this study’s sample of 100 respondents. The sample technique is used is nonpropability sampling with thi type sampling that is kuota sampling. The methode is used is descriptive analyze and quantitative analyze, data analyzed by using analysis od the regression linier risks with the help of (Software) Statistic Package For Social Science (SSPS). The results of this study showed that the variable tangible, empathy, responsiveness, and assurance simultan eously and partiallyon influence on satisfaction of customer Go-car in Semarang city. The resultsibtainiedby multiple linier regression equation Y = -2,514 + 0,284X1 + 0,248X2 + 0,283X3 + 0,318X4 + µ. It can bee seen that the most dominan variable effect on customer satisfaction is assurance variables with a coefficient regression of 0,318. And test R2 obtained a yield of 0,652 or 65,2%, wich means that the satisfaction of customer Go-car in Semarang city influenced by tangible, empathy, responsiveness, and assurance amounted to 65,2%. And other factor affecting customer satisfaction is 34,8%. Keywords : The company’s online, tangible, empathy, responsiveness, assurance, and customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM : 1501.14.105 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 27 Nov 2019 03:51 |
| Last Modified: | 27 Nov 2019 03:51 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/295 |
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