ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN (KSOP) KELAS II TANJUNG PINANG KEPULAUAN RIAU

SYAHRU RAMADHAN, RAMADHAN (2019) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN (KSOP) KELAS II TANJUNG PINANG KEPULAUAN RIAU. SKRIPSI.

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Abstract

Quality of service provides an impetus to service users to establish a strong bond with the service provider. Bond like this in the long run allow the office KSOP Tanjung Pinang to understand thoroughly the expectations of service users and their needs so the office KSOP Tanjung Pinang can improve user satisfaction services where office KSOP Tanjung Pinang maximize the user experience enjoyable services and minimize service user experience less enjoyable. This research purpose of this is to know how to analyze the quality of service (tangibles, reliability, resposiveness, Assurance and empathy) to the Customer Satisfaction. Based on the results of the regression may be made of linear equations: Y = 2,597 + 0,148 X1 + 0,203 X2 + 0,179 X3 + 0,163 X4 + 0,180 X5 + µ The regression coefficient of variable Tangible of 0.148 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Reability of 0.203 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Responsiveness of 0.179 meansis a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Assurance of 0.163 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Empathy of 0.180 means is a positive and significant effect partially on Customer Satisfaction .Coefficient of determination Adjusted R Square value which shows the number of 0.519. These results indicate thattangibles, reliability, resposiveness, dan empathy are able to explain theCustomer satisfaction KSOP II Tanjung Pinang the remuneration of 58.2%, while for rest(100% - 68,5% = 31,5%),present of other out variable of research. Keywords: Quality of service, Customer Satisfactions

Item Type:	Article
Subjects:	Transportasi
Divisions:	Program Studi > S1-Transportasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	12 Nov 2019 08:19
Last Modified:	12 Nov 2019 08:19
URI:	http://repository.stimart-amni.ac.id/id/eprint/52

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