ZAKARIAS, NIMU (2019) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN JASA CONTAINER PADA PT. SENTRA SINAR BARU CABANG SEMARANG. SKRIPSI.
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Abstract
Customer demands to get better service excellen can not be avoided by the providers of care in services. Company engaged in the field of container services in demand to keep up to date and changes of behavior, attitudes and tastes of consumers to be made as a material consideration in determining marketing strategies that can satisfy the desires and needs of consumers. Demands better service recipient must be in sikapi as an attempt to give satisfaction to the service recipient. If the quality of a good service company has been provided to the customer, then the customer will feel satisfied will the product or service that is given company. The research aims to identify and analyze how much influence the reliability, responsiveness and empathy for customer satisfaction at PT. Sentra Sinar Baru Cabang Semarang. The number of samples in this study were as many as the number of population is as much as 78 population is a customer use of the services of the PT. Sentra Sinar Baru Cabang Semarang. Based on the multiple linear regression analysis results obtained Y = 0,400 + 0,225X1 + 0,342X2 + 0,339X3 + μ. Partial assay results reliability, responsiveness, and empathy positive and significant impact on customer satisfaction. Attested by the results comparison with t account with t table value comparison table and with a significant level of 5% (0.05) where the variable reliability of the t account (2.469)> t table (1.99254) with a significant level of 0.016 <0.05, variable power responsive t (3.394)> t table (1.99254) with a significant level of 0.001 <0.05, empathy variable t account (3.143)> t table (1.99254) with a significant level of 0.002 <0.05. R2 test, the quality of services have a significant influence on consumer satisfaction amounted to 59.2%, while the remaining 40.8% is influenced by other factors beyond the quality of services is not examined in this study such as facilities, prices, and other factors. Keyword s: Reliability, Responsiveness, Empathy, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 1703.14.021 |
| 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/407 |
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