KAMARUDIN, KAMARUDIN (2021) ANALISIS KUALITAS PELAYANAN KAPAL TERHADAP KEPUASAN PENGGUNA JASA DI PELINDO III (PERSERO) REGIONAL KALIMANTAN PELABUHAN TRISAKTI BANJARMASIN (Studi Kasus Pada Dermaga Pelabuhan Trisakti Banjarmasin). SKRIPSI.
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Abstract
Ship service is an important division in service to the level of satisfaction of service users in Pelindo III (Persero) Kalimantan Regional Trisakti Banjarmasin Port is influenced by several factors including Performance, Service Time and Service Rates. Of the three, they have an important role in providing the level of quality of ship services to service users. The purpose of this study is to determine whether there is an effect of Performance, Time and Service Rates on service user satisfaction at the Trisakti port of Banjarmasin. In this study, the research population is service users on ship services at the Trisakti port of Banjarmasin. The sampling technique used is probability sampling with the type of sampling that is simple random sampling. The analytical method used is descriptive analysis and quantitative analysis, the data is analyzed using multiple linear regression analysis with the help of the Statistic Package For Social Science (SPSS v.25) software. The results of this study indicate that the variables of performance, time, and tariffs have a partial effect on service user satisfaction. The results of multiple linear regression analysis obtained the following equation: Y = 2.044 + 0.317X1 + 0.310X2 + 0.188X3 + e From the multiple linear regression equation, it can be seen that the most influential variable on service user satisfaction is the performance variable with a regression coefficient of 0.317 with an adjusted r square test of 0.384 or 38.4%, which means that user satisfaction is influenced by performance, time, and time. service rates 38.4% and other factors that affect user satisfaction in addition to the factors studied are 61.6%. Keywords : Performance, Time, and Service Rates
| Item Type: | Article |
|---|---|
| Additional Information: | 171804129 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 30 Sep 2021 02:14 |
| Last Modified: | 30 Sep 2021 02:14 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3751 |
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