GANDA, SETYA ERWANDA (2019) “FASILITAS DAN LOKASI TERHADAP KEPUASAN PENGGUNA JASA UJI LAIK KENDARAAN PADA DISHUBKOMINFO KOTA MALANG ” ANALISIS PENGARUH FAKTOR KUALITAS PELAYANAN. SKRIPSI.
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Abstract
The problem of customer satisfaction in general in Indonesia is still often neglected. This is indicated by many customers are disappointed in the service of a government agency. A common problem with customer satisfaction also occurs in service quality. Quality of service is one of the most influential sectors on customer satisfaction. Customer satisfaction is the thing to note. There are many factors that affect customer satisfaction as related to the factor of service quality, facilities, location, comfort, responsiveness and security. In this research will be analyzed three variables of research that is service quality, facility and location as independent variable and customer satisfaction as dependent variable. The purpose of this study is to analyze whether the positive effects both individually and simultaneously between independent variables of service quality, facilities and location to the dependent variable is customer satisfaction. In this study the object taken is user service worthy test vehicle dishubkominfo Malang city. Data sources include primary data and secondary data. The sample in this study was 171 respondents. Technical analysis of the data is multiple linear regression techniques. Based on the result of research and multiple analysis generated equation: Y = 1,762 + 0,313. X1 + 0,273.X2 + 0,303.X3 + µ The result of multiple regression research shows that there is partially positive effect of service quality to customer satisfaction (tcount 4,797> ttabel 1,9742), facility to customer satisfaction (titung 4,285> ttabel 1,8742) and location to customer satisfaction (titung 4,632> ttable 1.8742). As for feasibility test model (Fhitung 59,599> Ftabel 2.66). The influence of the three research variables is very strong with correlation value Adjusted R2 = 0,508. Simultaneously the security variable, the use of personal protective equipment and worker behavior influence 50,4% to work safety and 49,2% influenced by undetectable research variable in this research. Keywords: Service Quality, Facilities, Location and Customer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1401.13.052 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 02:03 |
| Last Modified: | 20 Jan 2020 02:03 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/394 |
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