IHKWAN, PRASETYADI (2022) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG (Studi Kasus PT.Jemla Ferry Cabang Ketapang). SKRIPSI.
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Abstract
Thecreationofqualityservicesplaysanimportantroleinshapingcustomer satisfaction, besides that it is closely related to creating profits for the company. The higher the quality of services provided by the company to its customers, the higher the satisfaction felt by customers. Companies are required to try to make customersfeelsatisfiedbyprovidingbetteroffersandservices,consideringthatthe company must be able to maintain its market position in the midst of increasingly fierce competition. One of them is by developing a strategy to retain consumers through service quality. The strategy placed to maintain customer loyalty is to provide quality services, so here the company management must pay attention to quality in accordance with the requirements demanded by customers. In this study itself aims to determine howfar the influence of tangible, reliability, responsiveness, assurance, empathy on passengersatisfaction. Formulationof the problem,thepurposeof thisstudyandthehypothesisinthisstudyistoanalyzethe positive and significant influence individually between the independent variables, namely tangible, reliability, responsiveness, assurance, empathy on passenger satisfaction. Datasourcesincludeprimaryandsecondarydata. Thesampleinthis study amounted to 100 passenger respondents through nonprobability sampling techniqueusingincidentalsampling.Thedataanalysistechniqueismultiplelinear regressionwiththeresultY=-1.695+0.275.X1+0.264.X2+0.225.X3+0.297.X4 +0.065.X5+µ Fromtheresultsofthestudythereisarelationshipbetweentheindependent variablesandthedependentvariable, hypothesistestingusingthettestshowsthat the three independent variables are tangible 0.275 (X1), reliability 0.264 (X2), responsiveness 0.225 (X3), assurance of 0.297 (X4) and empathy of 0.065 (X5) which was investigated proved to have a positive and significant effect on the dependentvariableofpassengersatisfaction(Y)withtheassurancevariablehaving thehighestinfluencethantheothervariablesininfluencingpassengersatisfaction. Inthecoefficientofdeterminationtest(Rsquare)theAdjustRSquarevalueof0.617 meansthat61.7%ofthevariationinthedependentvariableontheshipuserfactor canbeexplainedbytheindependentvariablestangible,reliability,responsiveness, assurance and empathy. While theremaining 38.3% isexplained byother reasons outside the variables studied. Keywords:Tangible,Reliability,Responsiveness,Assuranceand Empathy
| Item Type: | Article |
|---|---|
| Additional Information: | 1718.04.106 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 17 Jan 2023 03:35 |
| Last Modified: | 17 Jan 2023 03:35 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4806 |
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