ANALISIS FAKTOR PELAYANAN JASA TERHADAP KEPUASAN PENUMPANG KAPAL PENYEBERANGAN PADA KAPAL FERRY (RO-RO) LINTASAN KETAPANG - LEMBAR (STUDI KASUS PADA PT.JEMLA FERRY)

SEPTIAN, INDRA GUNAWAN (2022) ANALISIS FAKTOR PELAYANAN JASA TERHADAP KEPUASAN PENUMPANG KAPAL PENYEBERANGAN PADA KAPAL FERRY (RO-RO) LINTASAN KETAPANG - LEMBAR (STUDI KASUS PADA PT.JEMLA FERRY). SKRIPSI.

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Abstract

This study has a purpose to analyze the factors of service to ferry passengers on the Ketapang-Lembar Ferry (Ro-Ro) Ship at PT. Jemla Ferry. The population used in this study is the ship's passengers. The sample in this study was 100 respondents and the technique used was a non-probability sampling technique with purposive sampling, which is a sampling technique based on determining certain criteria. Questions were given using a questionnaire. Respondents' answers to questions regarding the variables studied in this study were then analyzed through SPSS (Statistical Package for Social Science Version 22). The data analysis technique in this research is multiple linear regression technique. Based on the results of research and multiple analysis, the following equation is obtained: Y = -1,735 +0,291X1+0,256X2+0,247X3+0,335X4 +µ The results of this study indicate that the variables of Service Quality, Accessibility, Availability of passenger facilities and Safety and Security Guarantees have a partial effect on Passenger Satisfaction. From the multiple linear regression equation, it can be seen that the most dominant variable affecting the safety of fishing vessels is the Safety and Security Assurance variable with a regression coefficient of 0.335 and the Ajusted R Squaer test of 0.619 or 61.9% which means that Passenger Satisfaction is affected by service quality, accessibility, availability of passenger facilities and guarantees of safety and security by 61.9% and other factors that affect passenger satisfaction besides the factors studied are 38.1%. Keywords: Service Quality, Accessibility, Availability of passenger facilities, and Safety and Security Guarantee

Item Type: Article
Additional Information: 171804203
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 18 Jan 2023 06:06
Last Modified: 18 Jan 2023 06:06
URI: http://repository.unimar-amni.ac.id/id/eprint/4910

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