PRAYOGA, WIBIANTORO (2019) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA KAPAL PENUMPANG DAN BARANG DI DINAS PERHUBUNGAN KOTA TANJUNG PINANG KEPULAUAN RIAU (Studi Kasus Perpanjangan Sertifikasi Kapal Penumpang dan Barang) SKRIPSI. SKRIPSI.
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Abstract
Marine transportation modes of goods transport and marine transport modes are very useful to facilitate user activity. Therefore, Moda sea transport of passengers and goods especially very concerned about the ship. The extension of compulsory certification of ships carried out once a year to test whether or not seaworthy vessel. This study will be observed customer behavior pattern in using certification renewal services ship at Tanjung Pinang Riau Islands. Through this research is expected to get the results illustrate that customer satisfaction is influenced by factors such tangible, reliability, responsiveness, assurance and empathy. Based on empirical facts and the results of that research models and multiple linear regression with SPSS statistical tools Ver 22.0, obtained equation is the research model Y = -1,688 + 0,127.X1 + 0,176.X2 + 0,286.X3 + 0,245.X4 + 0,274.X5 + m The results of multiple linear regression equation shows that there is a positive and significant influence between the variables of tangible / intangible to customer satisfaction (t = 2,068> t table 1.9870), reliabiliti / reliability and significant impact on customer satisfaction (t = 2,151> t table 1.9870), responsiveness / responsiveness and significant impact on customer satisfaction (t = 3.356> t table 1.9870), assurance / guarantee (t = 2,409> t table 1.9870), empathy / empathy and significant impact on customer satisfaction (t = 3,751> t table 1.9870). Five variables influence the research is very strong with a correlation value of R2 shows the number of R square = 61.5%. 38.5% customer satisfaction and renewal of certification is influenced by the variables that were not detected in this study. Keywords: Tangible, Reliability, Responsiveness, Assurace, Emphaty
| Item Type: | Article |
|---|---|
| Additional Information: | 1301.12.076 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 02:10 |
| Last Modified: | 20 Jan 2020 02:10 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/490 |
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