ISTIQFARDAN, TAQBIROTUL MAULANA (2021) ANALISIS FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA DI UPT PENGUJIAN KENDARAAN BERMOTOR DINAS PERHUBUNGAN KABUPATEN LUMAJANG. SKRIPSI.
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Abstract
Service user goals are influenced by several factors, including service quality variables, location variables. Of these three factors have an important role in realizing an increase in service user satisfaction. The purpose of this study was to determine whether there was an influence of service quality variables, facility variables and location variables on service user satisfaction at the UPT Motor Vehicle Testing at the Lumajang Regency Transportation Service. The population in this study amounted to 300 obtained from the average vehicle testing visitor on weekdays during January - September 2020. The sample in this study obtained 171 respondents obtained by the Slovin formula. This study consists of independent variables namely Service Quality (X1), Facilities (X2) and Location (X3), and the determinant variable is service user satisfaction (Y). This study uses multiple linear analysis. The results of the analysis with the help of SPSS obtained a linear regression equation Y = 1.319 + 0.270 X1 + 0.166 X2 + 0.292 X3 + . The results of these equations indicate that there is a positive and significant effect between service quality on service user satisfaction (t count 5.813 > 1.97410 t table), facilities on service user satisfaction (t count (2.359 > 1.97410 t table), and location on user satisfaction. services (t count 4.855 > t table 1.97410). Individually service quality, facilities and location have a positive effect on service user satisfaction. The influence of the three research variables is very strong with a coefficient value (R Square) obtained by 59.9% on user satisfaction services and 40.1% influenced by other variables outside the variables studied. Keywords: Service Quality, Facilities, Location and Destination of Service Users
| Item Type: | Article |
|---|---|
| Additional Information: | 161704085 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Oct 2021 04:18 |
| Last Modified: | 21 Oct 2021 04:18 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3809 |
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