AUDY, RAFLIANSYAHBANA (2023) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP LAYANAN TRANSPORTASI PADA PELABUHAN KAYAN II TANJUNG SELOR KALIMANTAN UTARA. SKRIPSI.
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Abstract
ABSTRACT The poor performance of public services includes transparency and accountability in the implementation of public services. Therefore, public services must be carried out in a transparent and accountable manner by every government service because the quality of public service performance has broad implications for the welfare of society. This can be seen, among others, the number of complaints or complaints from the public and the business world, both through letters from readers and other complaint media, such as convoluted, inconsistent service work procedures and mechanisms, limited facilities, service facilities and infrastructure, so as not to guarantee certainty (legal, time and cost) and there are still many practices of extortion and acts that indicate irregularities. In other words, the performance of public services carried out by government officials in various service sectors has not been as expected. The purpose of this study was to determine the factors that influence the lack of public satisfaction with transportation services at the Port of Kayan II Tanjung Selor, with a sample of 100 respondents. The sampling technique used is non-probability sampling with quota sampling. The analytical method used is multiple linear regression analysis. The formulation of the regression in this study is as follows: Y = 0,373 +0,178X1+0,196X2+0,567X3+µ The results of multiple linear regression research show that there is a partial positive effect of physical facilities having a positive and significant effect on community satisfaction counted (2.013) > t table (1.985), service effectiveness on community satisfaction counted (2.289) > t table (1.985), Concern (empathy) on community satisfaction counted (5.373) > t table (1.985). The influence of the three research variables is very strong with a correlation coefficient of determination (Adjusted R Square = 0.609) which means 60.9%, the variable coefficient of physical facilities, service effectiveness, caring (empathy) influences community satisfaction, while the remaining 31.9% influenced by variables outside this study. Keywords: Physical Facilities, Service Effectiveness, Concern (Empaty), and Community Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 192004032 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Aug 2023 07:31 |
| Last Modified: | 11 Aug 2023 07:31 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5460 |
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