AHMAD, NURUDIN FITRAH (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA KEPELABUHANAN DI PELABUHAN TANJUNG EMAS SEMARANG. SKRIPSI.
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NAMA. AHMAD NURUDIN FITRAH. NRP.202104012.pdf Restricted to Repository staff only Download (5MB) |
Abstract
Port Service User Satisfaction is one aspect of the assessment used by the company as a reference to measure the level of satisfaction of service users at the Port of Tanjung Emas. This is very important considering that ship visits and ship activities at the Tanjung Emas Port in Semarang continue to increase. There are many factors in the facilities and quality of services provided to support the running of port activities at the Port of Tanjung Emas Semarang, it is very possible that some of these factors will reduce the level of satisfaction of port service users so that the services provided are not optimal. In this research, Port Service User Satisfaction is influenced by several factors including: Work Environment, Facilities, Service Quality and Trust. These factors have an important role in increasing port service user satisfaction. The data analysis used in this research is descriptive analysis and quantitative analysis, the data is analyzed using multiple linear regression analysis using the Application (SPSS) Version 26. The results of the t-test hypothesis testing show that the Work Environment, Facilities, Service Quality and Trust have a positive and partially significant effect on Port Service User Satisfaction and Service Quality has no effect on Port Service User Satisfaction. Based on the research results, it is known. Y = 3,409 + 0,221X1 + 0,249X2 + 0,005X3 + 0,241X4 + μ This means that if there is no increase in the Work Environment, Facilities, Service Quality and Trust scores, then the Service User Satisfaction score is 3.409. The Work Environment regression coefficient value of 0.221 states that if the work environment value is increased by 1 unit, the service user satisfaction value will be 0.221. The Facility regression coefficient value of 0.249 states that if the facility value is increased by 1 unit, the satisfaction value of service users will be 0.249. The Service Quality regression coefficient value of 0.005 states that if the Service Quality value is at the 1 unit level, then the service user satisfaction value is 0.005. The Trust regression coefficient value of 0.241 states that if the Trust value is increased by 1 unit, the service user satisfaction value will be 0.241. Meanwhile, the Adjusted R2 value = 0.228. This means that 22.8% of the variation in the Port Service User Satisfaction variable is explained by the independent variables, namely Work Environment, Facilities, Service Quality and Trust. The remaining 100% - 22.8% = 77.2%, influenced by other variables outside the research.. Keywords : Customer Satisfaction, Work Environment, Facilities, Service Quality and Trust
| Item Type: | Article |
|---|---|
| Additional Information: | 202104012 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 17 Jul 2024 04:06 |
| Last Modified: | 17 Jul 2024 04:06 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6036 |
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