MUSLIKIN, MUSLIKIN (2019) PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI SUB TERMINAL GUBUG PURWODADI. SKRIPSI.
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Abstract
The success of a company or government agency engaged in is if the services offered can be accepted by the service user and the user can make the content in use (in this research institution in the field of terminal services provider). For establishments engaged in services, in order to maintain the viability of the company's operations in order to grow and make a profit is an activity service or services. Service or service can be said to be successful if it can increase the volume or the number of service users. The research itself aims to determine the extent of influence Keberwujudan (X1), reliability (X2), Responsiveness (X3), Security (X4), Sincerity (X2) on the Customer Satisfaction (Y) in Sub Terminal Gubug Purwodadi. The formulation of the problem, research objectives and hypothesis in this study was to analyze the effect of a positive and significant correlation between independent variables are Keberwujudan, Reliability, Responsiveness, Assurance, Sincerity the dependent variable is customer satisfaction. In this study the object taken is the users of services in Sub Terminal Gubug Purwodadi. Sources of data used are primary data and secondary data. Samples in this study were 100 respondents who are users Gubug Purwodadi Sub Terminal services more than once, through the technique of sampling that nonprobability with purposive sampling method. Data analysis technique is the technique of linear regression. Based on the results of research and multiple linear regression analysis produced the equation: Y = -3.837 + 0.272 (X1) + 0, 343 (X2) + 0, 404 (X3) + 0.169 (X4) + 0.115 (X5) + μ. The results of multiple linear regression equation shows that there is a positive influence and significant partial between Tangible (X1) to Customer Satisfaction (Y) t hitung (5,259) > t tabel (1.98552), reliability (X2) on the Customer Satisfaction (Y) thitung (5.880) > ttabel (1.98552), Responsiveness (X3) against Customer satisfaction (Y thitung (7.931) > ttabel (1.98552), Assurancy (X4) on customer satisfaction (Y) thitung (3.539) > ttabel (1.98552), Empathy (X5) on customer satisfaction (Y) thitung (2.176) > ttabel (1.98552).Effect of five independent variables in the study are very strong on the dependent variable with a value of correlation R = 0.712 overall variable Quality of Service, Passenger Safety, and Value Perceived having an 71.2% against and 28% Customer Satisfaction in pegaruhi by research variables are not detected peda this research. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1703.14.006 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 20 Jan 2020 02:11 |
| Last Modified: | 20 Jan 2020 02:11 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/499 |
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