SITI WAHYUNING, ASRI (2019) PENGARUH FAKTOR PELAYANAN DAN FASILITAS E-SERVICE TERHADAP KEPUASAN SHIPPER PADA PT. BUMI LAUT SHIPPING SEMARANG. SKRIPSI.
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Abstract
The development of data transformation technology contributes to the implementation of human activities. PT. Bumi Laut Shipping Semarang also utilizes information technology by providing e-service facilities that exist and support it. The company in this case seeks to issue more specific products and services in order to provide maximum satisfaction for the shipper and also can capture a wider shipper, so that superior in the competition. Shipper's satisfaction is not only derived from the product offered, but must be combined between the service and the quality of e-service facilities provided. Research conducted at PT. Bumi Laut Shipping Semarang obtained a result that illustrates that the satisfaction of shipper is influenced by service factor and e-service facility. Based on the empirical facts and the results of the research model that is multiple linear regression with the tool tool SPSS 16.0 obtained multiple linear regression equation. The research model is: Y = 5,339 + 0,680 X1 + 0.122 X2 + µ Independent variable in this case is service and facility of e-service, which simultaneously have positive and significant effect to dependent variable that is shipper's satisfaction. The result of multiple linear regression equation shows that there is a positive and significant influence between service to shipper's satisfaction (t count = 4.874> t table = 1.6779), e-service facility to shipper satisfaction (t count = 3.143> t table = 1.6779), individual. While simultaneously the influence or relation of service and e-service facility have positive and significant effect to the satisfaction of shipper (F arithmetic = 18.225> F table = 3.19). Simultaneously variable service and e-service facility influenced 41,3% to shipper's satisfaction. Keywords: service mix and e-service facility.
| Item Type: | Article |
|---|---|
| Additional Information: | 1103.08.027 |
| 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/427 |
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