CYNDY, OKTAVIANA MAHARDIKA (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN GENERAL AGEN KAPAL PADA PT. PERTAMINA TRANS KONTINENTAL CABANG CILACAP. SKRIPSI.
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Abstract
PT. Pertamina Trans Kontinental Cilacap Branch, Central Java is a subsidiary of PT. Pertamina (Persero) which is engaged in the maritime service industry. PT. Pertamina Trans Kontinental Cilacap Branch must be able to provide satisfaction to customers because to gain the trust of customers. This study aims to analyze the factors that influence satisfaction ship general agent at PT. Pertamina Trans Continental Cilacap Branch. The sample of this research is some consumers who use the services of PT. Pertamina Trans Kontinental Cabang Cilacap, Jl. Tongkol No. 20, Cilacap, Central Java, totaling 73 consumers. This type of research is quantitative using the method of data analysis multiple linear regression with the 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 variable and the dependent variable, testing the hypothesis using the t test shows that the five independent variables namely physical evidence is 0.198 (X1), reliability is 0.255 (X2), responsiveness is 0.200 (X3), empathy is 0.241 (X4) ) and a guarantee of 0.116 (X5) which was examined proved to have a positive and significant effect on the dependent variable customer satisfaction (Y). In the coefficient of determination test (R square) the Adjust R Square value is 0.851. These results indicate that physical evidence, reliability, responsiveness, assurance, and empathy can explain general agent satisfaction by 85.1%, while for 14.9% (100% - 85.1%) general agent satisfaction is influenced by variables outside physical evidence, reliability, responsiveness, assurance, and empathy. Keywords : Physical Evidence, Reliability, Responsiveness, Assurance, And Empathy, Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 210205107 |
| Subjects: | Teknik Transportasi Laut |
| Divisions: | Program Studi > S1-Teknik Transportasi Laut |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 06 May 2024 02:13 |
| Last Modified: | 06 May 2024 02:13 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5881 |
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