ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN (KSOP) KELAS I PELABUHAN TANJUNG EMAS SEMARANG

ANGGA, ASHSHOWI (2019) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN (KSOP) KELAS I PELABUHAN TANJUNG EMAS SEMARANG. SKRIPSI.

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Abstract

Quality of service provides an impetus to service users to establish a strong bond with the service provider. Bond like this in the long run allow the agency to understand thoroughly the expectations of service users and their needs so the agency can improve user satisfaction services where agencies maximize the user experience enjoyable services and minimize service user experience less enjoyable. This research purpose of this is to know how to analyze the quality of service (tangibles, reliability, resposiveness, and empathy) to the Customer Satisfaction. Based on the results of the regression may be made of linear equations: Y = 2,112 + 0,395 X1 + 0,252 X2 + 0,100 X3 + 0,349 X4 + µ The regression coefficient of variable Tangible of 0.395 means is a positive and significant effect partially on Customer Satisfaction.. The regression coefficient of variable Reability of 0.252 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Responsiveness of 0.100 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Empathy of 0.349 means is a positive and significant effect partially on Customer Satisfaction. Coefficient of determination Adjusted R Square value which shows the number of 0.685. These results indicate that tangibles, reliability, resposiveness, dan empathy are able to explain the Customer satisfaction KSOP 1 Semarang the remuneration of 58.2%, while for rest (100% - 68,5% = 31,5%),present of other out variable of research. Keywords: Quality of service, Customer Satisfactions.

Item Type:	Article
Additional Information:	1518.14.OO6
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	20 Jan 2020 02:04
Last Modified:	20 Jan 2020 02:04
URI:	http://repository.stimart-amni.ac.id/id/eprint/413

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