RESTIKA, JAYANTI (2024) ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN ANGKUTAN BARANG KERETA API (Studi Kasus PT. KAI DAOP VIII Surabaya). SKRIPSI.
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Abstract
This research was conducted to determine the analysis of timeliness, facilities, customer satisfacion and employee performance on service quality. Item collection was carried out using 50 respondents. Through the method of observation, literature study, and questionnaires. The analysis technique used is multiple linear regression with the help of the SPSS v.26 program. based on the results of research and multiple linear regression analysis, the equation is : Y = - 3,131 + 0,255.X1 + 0,383.X2 + 0,358.X3 + 0,239.X4 + µ Where the results of the regression analysis and t test show that the timeliness variable (X1) has a positive and significant effect on service quality (Y), facilities, variable (X2) has a positive and significant effect on service quality (Y), customer satisfacion variable (X3) has a positive and significant effect on service quality (Y), and the variable employee performance (X4) has a positive and significant effect on service quality (Y). The results of the coefficient of determination (R2 = 0.508) which means 50.8%, the variable coefficient of timeliness, facilities, customer satisfacion and employee performance on service quality is 50.8%, while the rest (100% -50.8% = 49, 2% is influenced by other variables outside the research. Based on the results of the research, conclusion can be drawn from the multiple linier regression analysis and the distribution of respondents’ answers regarding the independent variables (Timeliness, Facilities, Customer Satisfacion and Employee Performance), which have a influence on the dependent variable (Service Quality). Keywords : Timeliness, Facilities, Customer Satisfacion and Employee Performance, Service Quality.
| Item Type: | Article |
|---|---|
| Additional Information: | 212204126 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Jun 2024 08:23 |
| Last Modified: | 21 Jun 2024 08:23 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5946 |
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