EDI, WAHYUDI (2019) ANALISIS PENGARUH SPEED OF STEVEDORING, EQUIPMENT FACILITIES, WORK SECURITY, AND EMPATHY TERHADAP CUSTOMER SATISFACTION DI PT. PELABUHAN INDONESIA III (PERSERO) CABANG TANJUNG EMAS SEMARANG. SKRIPSI.
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Abstract
Customer satisfaction is a response consumer behavior in retired evaluation purchasing of a goods or services (product performance) than consumers willing. There are many factors affect customer satisfaction, such as : relating to document service, port service, gate service, warehouse service that very affect the customer satisfaction. In this research, it will analyze four research variables. They are speed stevedoring, equipment facility, safeties, and the empathy as independent variables affecting dependent variable in customer satisfaction. The problem statements, research purposes and hypotheses on research are to analyze the impact between independent variable like speed unloading, equipment facility, safeties, and empathy, and dependent variable; the customer satisfaction. In this study, object of this research is all the Customers in PT. Pelindo III (Persero) Cabang Tanjung Emas Semarang. The source of the data covers primary and secondary data. The Samples is 80 respondents that are customers using his services in PT. Pelindo III (Persero) Cabang Tanjung Emas Semarang. The techniques sampling used the random sampling and the methods in analyze is a technique linear regression with multiple on the SPSS Statistic versi 23. Based on the results of the analysis with SPSS Statistic versi 23, multiple regression model equations are obtained by research : Y = 0,479 + 0,186 . X1 + 0,304 . X2 + 0,161 . X3 + 0,410 . X4 + µ The result of multiple linear regression equation showed that there is a partial positive and significant impact between speed stevedoring effect to customers satisfaction (t count 2,481 > t table 1,992), equipment facility to customers satisfaction (t count 3,729 > t table 1.992), work security to customers satisfaction (t count 2,224 > t table 1.992), and empathy to customers satisfaction (t count 5,399 > t table 1,992). Those research variables have very strong impact in correlation Adjusted R Square score = 0.727. Keywords password : Analysis the Speed of stevedoring, Equipment Facilities, Security , Empathy, Custumer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1619.14.046 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 06 Jan 2020 03:34 |
| Last Modified: | 06 Jan 2020 03:34 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/366 |
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