ANALISIS PENGARUH STANDAR PELAYANAN PENUMPANG, KUALITAS PELAYANAN PENUMPANG DAN FASILITAS TERMINAL PENUMPANG TERHADAP KEPUASAN PENUMPANG (Studi Kasus pada Pelabuhan Penumpang Tanjung Batu Kundur Kepulauan Riau)

RESKI, AWAN (2022) ANALISIS PENGARUH STANDAR PELAYANAN PENUMPANG, KUALITAS PELAYANAN PENUMPANG DAN FASILITAS TERMINAL PENUMPANG TERHADAP KEPUASAN PENUMPANG (Studi Kasus pada Pelabuhan Penumpang Tanjung Batu Kundur Kepulauan Riau). SKRIPSI.

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Abstract

The port as an important element in sea transportation must have good service standards and service quality. At the Tanjung Batu Kundur passenger port, the service to passengers is still often neglected by passenger terminal operators. Inside the passenger terminal, there are passenger terminal facilities that are not well maintained. Improving the standard and quality of services and facilities can increase passenger satisfaction. This study aims to determine the effect of passenger service standards, passenger service quality and passenger terminal facilities partially on passenger satisfaction. The population in this study were passengers at the Port of Tanjung Batu Kundur with a sample of 100 respondents. The sampling technique used is non-probability sampling with the type of sampling that is accidental sampling. The analytical method used is descriptive analysis and quantitative analysis, then the data is analyzed using multiple linear regression. Based on the research results, it can be seen that the research model of the multiple linear regression equation is: Y = 0.051 + 0.211 X1 + 0.32 X2 + 0.227 X3 + μ. From the regression equation, it can be seen that the most dominant variable affecting Passenger Satisfaction is the Passenger Service Quality variable (X2) with a regression coefficient of 4.515 and the R Square test results are 0.635 or 63.5%. This shows that Passenger Satisfaction at Tanjung Batu Kundur Port is influenced by the variables of Passenger Service Standards, Passenger Service Quality and Passenger Terminal Facilities, which are 63.5%. Keywords : Passenger Service Standards, Passenger Service Quality, Passenger Terminal Facilities and Passenger Satisfaction

Item Type:	Article
Additional Information:	181904175
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	18 Jan 2023 06:05
Last Modified:	18 Jan 2023 06:05
URI:	http://repository.unimar-amni.ac.id/id/eprint/4886

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