NANDA, HANDIKA KURNIA ARDI (2022) PENGARUH KUALITAS PELAYANAN, HARGA, CITRA MEREK, DAN FASILITAS TERHADAP KEPUASAN KONSUMEN PENGGUNA JASA ANGKUTAN BARANG DI PT. RAHMAT LINTAS SAMUDRA PUSAT SEMARANG. SKRIPSI.
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Abstract
Indonesia is the largest maritime country in the world, which 2/3 of its territory is an ocean area. Article 33 paragraph (3) of the 1945 Constitution states that the earth, water and natural resources contained therein are controlled by the state and used for the prosperity of the people. The Republic of Indonesia, which is in the form of an archipelago with a very wide area, is very necessary for effective and efficient transportation, in the sense of being safe, cheap, smooth, fast, easy, organized and comfortable. The role of sea transportation is very important for the socio-economic life of its inhabitants. The shipping company is one of the companies in the field of logistics and shipping services that has a legality permit. PT. Rahmat Lintas Samudra is a shipping company engaged in freight transportation services in Semarang, which was established in 2003. For this reason, it is necessary to measure consumer satisfaction of PT. Rahmat Lintas Samudra at Tanjung Emas Port, Semarang, which is related to service quality, price, brand image, and facilities. This study aims to determine the effect of service quality, price, brand image, and facilities on consumer satisfaction of PT. Rahmat Lintas Samudra at the cargo terminal of Tanjung Emas Port, Semarang. This study also aims to analyze the factors that have the most dominant influence on consumer satisfaction. This research was conducted by using the questionnaire method to 40 consumer respondents who used goods transportation services of PT. Mercy across the oceans. The analysis technique in this study uses multiple linear regression analysis. The results of multiple linear regression analysis obtained: Y = 0.879+0.402X1+0.318X2+0.272X3+0.312X4+µ The results of multiple regression research indicate that there is a partially positive effect on service quality on customer satisfaction (tcount 3,298> ttable 2.02809), price to customer satisfaction (tcount 3.170>ttable 2.02809), brand image to consumer satisfaction (tcount 3.492> ttable 2.02809), and facilities to customer satisfaction (tcount 3.172> ttable 2.02809). The influence of the four research variables is very strong with a correlation value of Adjusted R2 = 0.638. Keywords: service quality, price, brand image, facilities and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 151604086 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 17 Jan 2023 08:21 |
| Last Modified: | 17 Jan 2023 08:21 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4865 |
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