DHEA, FEBRY ASTUTI (2022) ANALISIS FAKTOR KINERJA KARYAWAN, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PENGGUNA JASA DRIVE THRU UJI KENDARAAN BERMOTOR DI UPTD PKB WIYUNG KOTA SURABAYA. SKRIPSI.
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Abstract
Testing of motorized vehicles Drive-thru is an activity of conducting flow vehicle testing, where people who carry out testing directly bring their motorized vehicles from the registration stage by bringing the necessary administrative completeness to the final test stage. Service user satisfaction is a feeling of pleasure or disappointment that arises after comparing the performance (outcome) of the product thought to the expected performance (or result). Employee performance is the result of work in quality and quantity achieved by an employee in carrying out his duties in accordance with the responsibilities given to him. Service quality is the most important thing have a direct impact on the company's image which can create a profit for the company if a company has got a positive value in the the eyes of consumers, then these consumers will provide feedback , and it is not impossible to become a regular customer or repeat buyer. Facilities are important objects to increase satisfaction, such as customer convenience, meeting the needs and convenience of service users. If the services provided meet the requirements, the client will be satisfied. Based on the results of research and multiple analysis, the following equations are produced: Y = 0.476 + 0.382 X1 + 0.381 X2 + 0.205 X3 + μ Shows that, based on empirical data (the results of filling out the questionnaire) and the results of multiple linear regression, it shows that the Employee Performance variable (X1) has a t value. 3.985 > t table 1.98638 then, H0 rejected and Ha accepted. The service quality variable (X2) has a t value 5.081 > ttable 1.98638 , so H0 rejected and Ha accepted. Facility Variable (X3) has a value of tvalue of 3,077 and ttable of 1,98638 then, H0 rejected and Ha is accepted. Thus the results of the study show that there is a positive and significant influence between Employee Performance, Service Quality, Facilities on Service User Satisfaction. Keywords: Employee Performance, Service Quality, Facilities
| Item Type: | Article |
|---|---|
| Additional Information: | 202304020 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 03 Aug 2022 03:36 |
| Last Modified: | 03 Aug 2022 03:36 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4414 |
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