SULAIMAN, ATIK (2022) ANALISIS PENGARUH BIAYA RETRIBUSI, KUALITAS PELAYANAN, DAN LOKASI TERHADAP KEPUASAN PENGGUNA JASA PADA PELAYANAN PENGUJIAN KENDARAAN BERMOTOR JENIS ANGKUTAN BARANG DI DINAS PERHUBUNGAN KABUPATEN BLITAR. SKRIPSI.
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Abstract
Local governments have the authority to collect certain tax and retribution to get money to finance routine and development expenditures. In addition, the money is also used to make local regulations that are useful for the livelihood of many people. The levies made by the local government are generally referred to as retribution. Blitar Regency is one of the regencies in East Java, Indonesia that applies a retribution to the activities of testing and inspecting parts of motorized vehicles, trailers, patch trains, and special vehicles in order to fulfill roadworthiness technical requirements. However, there are problems that are often encountered in the field related to illegal brokers or fees in motorized vehicles testing in Blitar Regency. The results of the investigation in the field found that the practice of brokers and illegal retributions was still common, even though the government was intensively eradicating extortion. The purpose of this study was to determine the effect of retribution fees, service quality, and location on satisfaction of motor vehicle testing service user at the Transportation Service Office of Blitar Regency. The population of this study were users of motorized vehicle testing services at the Department of Transportation of Blitar Regency with a sample of 100 people. The sampling approach is non-probability sampling with the type of sampling accidental sampling. The data used in this study were analyzed using descriptive analysis, classical assumption test, and multiple linear regression analysis with the help of SPSS version 16 software. The findings of this study reveal that the retribution fee, service quality, and location have a significant effect on user satisfaction of motor vehicle testing services at the Transportation Service Office of Blitar Regency. Based on the results of the study, the multiple linear regression equation model in this study is: Y = 4.779 + 0.292X1 + 0.082X2 + 0.543X3 + µ. Based on the regression equation, it can be seen that the variable that affects the increase in the number of passengers is the location which has a regression coefficient of 0.543. Based on the determination test, the coefficient of determination is 0.584 or 58.4 percent which indicates that the variable cost of retribution, service quality, and location affect the satisfaction of users of motor vehicle testing services at the Transportation Service Office of Blitar Regency, while other factors affect the satisfaction of users of motorized vehicle testing services in the Transportation Service Office of Blitar Regency by 41.6 percent or 0.416. Keywords: location, retribution fees, service quality, user satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 171804208 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 09 Mar 2022 04:37 |
| Last Modified: | 09 Mar 2022 04:37 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4100 |
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