ILHAM, TAUFIQI ROCHMAN (2021) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, DAN FASILITAS TERHADAP KEPUASAN KONSUMEN DI KANTOR KESYAHBANDARAN KELAS 1 BALIKPAPAN. SKRIPSI.
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Abstract
In responding to transportation needs, satisfaction is the basis that can influence consumer choices to choose various types of services that are currently developing. In an era of rapid development and population growth, people tend to choose fast and affordable transportation. People will demand better service quality, trust, and facilities according to their needs, so that consumers are more careful in choosing everything that can be used according to consumer needs. This research was carried out with the aim of knowing whether there was a partial influence of service quality, trustworthiness, and facilities on customer satisfaction in class 1 Balikpapan office. In this study, the sampling technique used incidental sampling with the samples taken were service users who came to the Balikpapan Class 1 Kesyahbandaran office with an age range of 17 years to more than 50 years. In determining the number of samples used the Slovin formula which obtained a total sample of 100 respondents. The analysis technique used is multiple linear regression analysis. Based on this analysis, the regression equation in this study is Y = 1,536 + 0,492 X1 + 0,210 X2 + 0,174 X3 + µ The results of multiple regression research indicate that service quality has a positive and significant effect on consumer satisfaction (tcount 6.525 > ttable 1.985), trust has a positive and significant effect on consumer satisfaction (tcount 2.131 > ttable 1.985), and facilities have a positive and significant effect on customer satisfaction (tcount 2.173 > ttable 1,985). From the regression equation, it can be seen that the most dominant variable affecting customer satisfaction is service quality with a regression coefficient of 0.492. The results of the R2 test (Adjusted R Square) obtained results of 0.722 or 72.2%. This shows that the variables studied, namely service quality, trust, and facilities have an influence on the dependent variable, namely customer satisfaction by 72.2%, while the remaining 27.8% is influenced by variables not examined (confounding variables). Keywords : service quality, trust, facilities, and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 171804109 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Oct 2021 03:03 |
| Last Modified: | 22 Oct 2021 03:03 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3873 |
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