Musmul, YadI (2019) ANALISIS PENGARUH KUALITAS PELAYANAAN JASA EMKL TERHADAP KEPUASAN PELANGGAN DI PT. LINA CARGO SEMARANG. SKRIPSI.
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Abstract
This study aims to determine whether the effect of the quality of service associated with tangible (physical evidence), empathy (empathy), and reliability (reliability) effect on customer satisfaction services EMKL PT. Lina Cargo in Semarang. The population used in this study are customers who've used the service waiter PT. Lina Cargo. The sample used in this study were 30 respondents and the techniques used are non-probability sampling techniques. The analytical method used is quantitative analysis is multiple regression analysis include: validity and reliability, classical assumption, hypothesis testing through t test and f, as well as the coefficient of determination (R2). Based on this analysis, regression equation sebeagai following: Y = -1,664 + 0,433 X1 + 0,382 X2 + 0,312 X3 + µ The results of multiple linear regression equation shows that there is a positive influence and significant correlation between tangible customer satisfaction (t = 3,357> t table = 2.055), empathy towards customer satisfaction (t = 2,919> t table = 2.055) and the reliability of the kepuasana customers (t = 2,342> t table = 2.055). Simultaneously the quality of services that include tangible, empathy and reliability together have the effect of 12 391 F count> F table 3.37. The influence of these three variables is very strong with a coefficient of determination (R ajusted Square) obtained at 54.1% against and 45.9% customer satisfaction is influenced by variables that are not detected. Keywords: tangible, empathy, reliability and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 1301.12.070 |
| 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/510 |
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