SABRINA, EGA RAHMAWATI (2023) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA PADA PERUSAHAAN EKSPEDISI MUATAN KAPAL LAUT (EMKL) (Studi Pada Jaya Bersama Group Di Pelabuhan Tanjung Emas Semarang). SKRIPSI.
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Abstract
ABSTRACT (Dalam Bahasa Inggris) Jaya Bersama Group is a company engaged in the field of export and import on a national and international scale. Customer satisfaction is important for Jaya Bersama Group to gain the trust of consumers to continue using export and import services. This study aims to analyze the factors that influence service user satisfaction at Ekspedisi Muatan Kapal Laut (EMKL)company. The sample for this research is a portion of consumers who use the services of the Jaya Bersama Group company, Semarang, totaling 67 people or companies. This type of research is quantitative using multiple linear regression data analysis methods with results: Y = 0,450 + 0,273 X1 + 0,171 X2 + 0,244 X3 + 0,268 X4 + e From the results of this study there is a relationship between the independent variables and the dependent variable, testing the hypothesis using the t test shows that the four independent variables are process of 0,273 (X1), facilities of 0,171 (X2), price perception of 0,244 (X3) and timeliness of 0,268 (X4) studied proved to have a positive and significant effect on the dependent variable service user satisfaction (Y). In the coefficient of determination test (R square) the Adjust R Square value is 0,886. hese results indicate that process, facilities, price perception, and timeliness are able to explain service user satisfaction by 88,6%, while for 11.4% (100% - 88.6%) service user satisfaction is influenced by variables outside the process, facilities, price perception, and timeliness. Keywords : Export, Facilities, Prices Perception, Timeliness, User Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 212404017 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Aug 2023 07:35 |
| Last Modified: | 11 Aug 2023 07:35 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5521 |
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