ANALISIS KUALITAS PELAYANAN SYAHBANDAR TERHADAP TINGKAT KEPUASAN NELAYAN DI PELABUHAN PERIKANAN NUSANTARA PRIGI KABUPATEN TRENGGALEK JAWA TIMUR

JUMARDIN, JUMARDIN (2021) ANALISIS KUALITAS PELAYANAN SYAHBANDAR TERHADAP TINGKAT KEPUASAN NELAYAN DI PELABUHAN PERIKANAN NUSANTARA PRIGI KABUPATEN TRENGGALEK JAWA TIMUR. SKRIPSI.

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Abstract

Quality of service provides encouragement to service users to build strong bonds with service providers. This kind of bond in the long term allows the Prigi PPN Prigi Harbor Office to thoroughly understand the expectations of service users and their needs so that the Prigi PPN Prigi Harbor Office can improve user satisfaction services where the Prigi PPN Prigi Harbor Office maximizes a pleasant service user experience and minimizes an unpleasant service user experience. . The purpose of this study was to find out how to analyze service quality (physical evidence, reliability, responsiveness, assurance, and empathy) on customer satisfaction. Based on the results of the regression can be made a linear equation: Y = 2,597 + 0,148 X1 + 0,203 X2 + 0,179 X3 + 0,163 X4 + 0,180 X5 + µ The Tangible variable regression coefficient of 0.148 means that it is a positive and partially significant effect on Customer Satisfaction. The Reliability variable regression coefficient of 0.203 means that it is a partially positive and significant influence on Customer Satisfaction. Responsiveness variable regression coefficient of 0.179 means it is positive and partially significant effect on customer satisfaction. Empathy variable regression coefficient of 0.163 means that it is a positive and partially significant effect on customer satisfaction. Assurance variable regression coefficient of 0.163 means that it has a positive and partially significant effect on customer satisfaction. The regression coefficient of Empthy variable is 0.180 which means that it has a positive and partially significant effect on consumer satisfaction. Adequacy of determination Adjusted R Square value which shows the number 0.519. These results indicate that tangible, reliability, responsiveness, assurance, and empathy are able to explain customer satisfaction of Syahbandar PPN Prigi, namely remuneration of 58.2%, while for the rest (100% - 68.5% = 31.5%), comes from the variable other research. Keywords: Service Quality, Customer Satisfaction

Item Type:	Article
Additional Information:	1718.04.124
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	03 Sep 2021 02:27
Last Modified:	03 Sep 2021 02:27
URI:	http://repository.unimar-amni.ac.id/id/eprint/3668

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