ANALISIS PENGARUH KUALITAS PELAYANAN, HARGA, KETEPATAN WAKTU PENGIRIMAN TERHADAP KEPUASAN PENGGUNA JASA PT.KERETA API LOGISTIK (PERSERO) CABANG SEMARANG

Windiana, Mustika Sari (2019) ANALISIS PENGARUH KUALITAS PELAYANAN, HARGA, KETEPATAN WAKTU PENGIRIMAN TERHADAP KEPUASAN PENGGUNA JASA PT.KERETA API LOGISTIK (PERSERO) CABANG SEMARANG. SKRIPSI.

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Abstract

Quality of Service, Pricing and Timeliness are the three factors that are highlighted as influencing variables in the delivery of goods. This study aims to determine the magnitude of the influence of three independent variables namely Quality Service (X1), Price (X2) timeliness (X3) to the dependent variable Service user satisfaction (Y). PT. Kereta Api Logistic (Persero) Semarang Branch to pay attention to the quality of service that already exist today, to further improve the quality of service and provide training - training to employees of PT. Kereta Api Logistic (persero) Semarang Branch in order to provide the best service to the service user so as to attract the attention of the service user to keep using PT. Kalog Semarang Branch as a freight forwarder and document. The data collected in the research using questionnaire method was done on 100 respondents with the method of insertive sampling by weighting the value of the statement using Likert scale 1 to 5, This research use independent variable that is Quality of Service (X1), Price (X2), Timeliness (X3) To the dependent variable Service user satisfaction as the dependent variable (Y). While the analysis is done by data processing using SPSS version 23.0 for windows. The technique of data analysis is multiple linear regression. The result of multiple linear regression equation shows that there is partially positive influence between service quality to service user satisfaction (t count 3.971 > t table 1,9849), Price to service user satisfaction (t count 2,212 > t table 1,9849), timeliness to satisfaction Service users (tcount 4,614 > t table 1,9849). Keywords: Service Quality, Price, Timeliness, and Service User Satisfaction

Item Type:	Article
Additional Information:	1401.13.114
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	20 Jan 2020 02:06
Last Modified:	20 Jan 2020 02:06
URI:	http://repository.stimart-amni.ac.id/id/eprint/444

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