DEDI, HARTONO (2020) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN BONGKAR MUAT PETI KEMAS PADA PELABUHAN TANJUNG EMAS SEMARANG. SKRIPSI.
![[img]](http://repository.unimar-amni.ac.id/style/images/fileicons/text.png) |
Text
BAB I.pdf Download (384kB) |
Abstract
Industrial growth in Central Java has increased from year to year. Main commodities of this province are wooden furniture, textiles and finished products, plastics and finished products, electronics and so on. Such a large regional potential must be supported by adequate transportation facilities and infrastructure if it is to develop, one of the existing facilities in the city of Semarang is the Semarang Container Terminal (TPKS), located in a strategic location in the middle of the island of Java, providing services containers that are reliable, safe, integrated between modes, and supported by the use of modern information technology and designed to meet the needs of service use. The purpose of this study was to determine the level of customer satisfaction with Semarang Container Terminal services in the dimensions of Physical Appearance (Tangible), Reliability (Reliability), Responsiveness (Responsiveness). Based on the results of research and multiple analysis, the following equation is generated: Y = 0.630 + 0.217 X1, + 0.512 X2 + 0.238 X3 + μ It shows that, based on empirical data (the results of filling out the questionnaire) and the results of multiple linear regression, it shows that the physical variable (X1) has a value of 2.751> t table 1.99045, so H0 is rejected and Ha is accepted. The reliability variable (X2) has a t-count value of 5.429> 1.99045, then H0 is rejected and Ha is accepted. The responsiveness variable (X3) has a tcount of 2.076 and a t table of 1.99045, so H0 is rejected and Ha is accepted. Thus the results of the study show that there is a positive and significant influence between physical influence, reliability and responsiveness to customer satisfaction. Keywords: Physical, Reliability, Responsiveness and Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 182114022 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Jan 2021 04:16 |
| Last Modified: | 18 Jan 2021 04:16 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3146 |
Actions (login required)
 |
View Item |