MOHAMMAD, ZAINI (2019) ANALISIS FAKTOR KECEPATAN BONGKAR MUAT, FASILITAS PERALATAN, KEAMANAN KERJA DAN KINERJA PEGAWAI TERHADAP KEPUASAN PELANGGAN DI PT. TERMINAL PETIKEMAS SEMARANG. SKRIPSI.
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Abstract
Customer satisfaction is a response consumer behavior in retired evaluation purchasing of a goods or services (product performance) than consumers willing. There are many factors affect customer satisfaction, such as : relating to document service, port service, gate service, warehouse service that very affect the customer satisfaction. In this research, it will analyze four research variables. They are speed unloading, equipment facility, safeties, and the employee performance as independent variables affecting dependent variable in customer satisfaction. The problem statements, research purposes and hypotheses on research are to analyze the impact between independent variable like speed unloading, equipment facility, safeties, and the employee performance and dependent variable; the customer satisfaction. In this study, object of this research is all the Customers in Container Terminal Semarang (TPKS). The source of the data covers primary and secondary data. The Samples is 80 respondents that are customers using his services in Container Terminal Semarang (TPKS). The techniques sampling used the random sampling and the methods in analyze is a technique linear regression with multiple on the SPSS version 22. Based on the results of the analysis with SPSS statistics tool Version 22, multiple regression model equations are obtained by research : Y = - 0,359 + 0,297.X1 + 0,250.X2 + 0,057.X3 + 0,449.X4 + µ The result of multiple linear regression equation showed that there is a partial positive & significant impact between speed unloading factor to customers satisfaction (t count 3,796 > t table 1,9921), equipment facility to customers satisfaction (t count 3,117 > t table 1.9921), safeties to customers satisfaction (t count 3,715 > t table 1.9921), and employee performance to customers satisfaction (t count 6.096 > t table 1,9921). Those research variables have very strong impact in correlation Adjusted R Square score = 0.708. Keywords password : factor of the speed of loading and unloading Equipment, facilities, safeties , Employee Performance, custumer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 1301.12.067 |
| 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/515 |
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