BAGAS, PRABOWO (2021) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PENGGUNA JASA PANDU (Pada PT. Pelabuhan Indonesia II Cabang Pontianak). SKRIPSI.
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Abstract
Service user satisfaction is one thing that always gets serious attention in every institution and company anywhere, especially regarding the satisfaction of service users. Guiding is a Pilot activity in assisting the Ship Master, so that navigation can be carried out safely, orderly and smoothly by providing information about the state of the waters. important for the safety of the ship and the environment. With the ship piloting, piloting activities can be more smoothly. If the pilotage performance is less than optimal, it will have a direct impact on the service so that it will cause new problems, namely ship delays, changes in service schedules that are not in accordance with the Estimated Time of Berthing so that it will cause high costs. This study aims to determine the factors that influence the facilities, pilot expertise and pilot discipline on the satisfaction of pilot service users (at PT. Pelabuhan Indonesia II Persero Pontianak Branch). This research was conducted at Terminal Dwikora as a sample. Data was collected through observation, literature study, interviews, documentation and questionnaires. The analysis technique used is multiple linear regression with the help of SPSS V.25 program. Based on the results of research and multiple analysis, the following equations are generated: Y = - 0,022 + 0,189X1 + 0,493X2 + 0,283X3+µ Based on empirical facts (the results of filling out the questionnaire) and the results of multiple linear regression equations, it shows that the Facility variable (X1) has (tcount 1.996 > ttable 1.98447), the variable Pilot expertise (X2) (tcount 3.815 > ttable 1.98447), and the variable Pilot Discipline (tcount 1.98447). 2,612 > t table 1,98447). As for the value of Adjusted R2 = 0.565. This means that 56.5% of the variation in the dependent variable (Y), namely the satisfaction of pilot service users can be explained or caused by the independent variables, namely Facilities (X1), pilot expertise (X2), and Pilot Discipline (X3). While the remaining 100% - 56.50% = 43.5%, explained by reasons other than the variables studied. Thus the results of the study show that the Pilot Facilities, Pilot Skills and Discipline have a positive and significant impact on the satisfaction of Pilot service users at PT Pelabuhan Indonesia II Pontianak Branch. Keywords: Facilities, Pilot Skills and Pilot Discipline
| Item Type: | Article |
|---|---|
| Additional Information: | 171804041 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 13 Sep 2021 03:01 |
| Last Modified: | 13 Sep 2021 03:01 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3682 |
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