MARWANTO, MARWANTO (2019) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PADA KANTOR KESYAHBANDARAN DAN OTORITAS PELABUHAN KELAS II KIJANG KEPULAUAN RIAU. SKRIPSI.
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Abstract
Service quality is an important factor in service user satisfaction at the KSOP Class II Kijang Kepulauan Riau Office. The problem faced by consumers today is related to the decline in service user satisfaction at the KSOP Class II Kijang Office. If this is allowed to continue, it is not impossible that this will endanger the good name of the agency. There are many factors that affect the satisfaction of service users in the Office of KSOP Class II Kijang, (tangible, reliability, responsiveness, assurance, care). In this study the object taken by service users at the KSOP Class II Kijang Islands, Riau Islands. Data sources include primary and secondary data. The sample in this study was 100 respondents the sampling technique used was incindental sampling. Based on the results of the analysis with SPSS ver 23, a multiple regression equation was obtained as follows: Y = 2,957 + 0,148 X1 + 0,203 X2 + 0,179 X3 + 0,163 X4 + 0,180 X5 + µ The results of multiple linear regression equations show that there is a positive and significant influence persially between (t count 2.262> t table 1.9855) Tangible, (t count 2.690> t table 1.9855) Reability, (t count 2.351> t table 1 , 9855) Responsiveness, (t count 2,391> t table 1,9855) Assurance, (t count 2,235> t table 1,9855) Empathy. Adequacy of Value Determination (Adjuted R Squer) which shows the number 0.249, these results indicate that tangible, realiability, responsiveness, assurance, empathy can explain the ability of service user satisfaction in Class II KSOP offices, amounting to 24.9% of service user satisfaction and 75, 1% was obtained by variables that were not detected in the study. Keywords: customer satisfaction, tangible, reliability, responsiveness, assurance, empathy.
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 12 Nov 2019 08:20 |
| Last Modified: | 12 Nov 2019 08:20 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/49 |
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