REKHA DEA, FEBRI ANTI (2019) ANALISIS PENGARUH HARGA, CITRA PERUSAHAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN KARGO DI PT. SERASI SHIPPING INDONESIA CABANG SEMARANG. SKRIPSI.
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Abstract
Customer Satisfaction is influenced by several factors among others Price, Corporate image, and service quality. Of the three have an important role in improving customer satisfaction with satisfactory results. The purpose of this study is to determine whether or not the influence of price factors, corporate image, and quality of service to customer satisfaction in PT. SERASI SHIPPING INDONESIA BRANCH SEMARANG either partially or simultaneously. In this research, the research population is the customer of PT. SERASI SHIPPING INDONESIA BRANCH SEMARANG with sampling with 100 respondents (sample). Variables of this research consist of: Independent variable Price (X1), Company image (X2), and Quality of service (X3) and dependent variable of customer satisfaction (Y). Data collection method used by Questionnaire method. Results Analysis with statistical tools SPSS v.22 program obtained multiple linear regression equation Y = 1.817 + 0.301.X1 + 0.392.X2 + 0.211.X3 + μ. The result of multiple linear regression equation shows that there is positive and significant influence individually or partially between Price to customer satisfaction (t count 3,813> t table 1,98498), company image to customer satisfaction (t count 4,428> t table 1,98498) quality of service to customer satisfaction (t count 2,398> t table 1,98498), simultaneously Price factor, Company image, and service quality have positive and significant influence equal to F count (37,812)> from F table (3,09). Keywords: Price, Corporate image, service quality, and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 1603.13.045 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 02:05 |
| Last Modified: | 20 Jan 2020 02:05 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/424 |
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