MONIKA, BERO (2024) ANALISIS KUALITAS LAYANAN DAN KEPUASAN PELANGGAN PADA PROSES BONGKAR MUAT DI PELABUHAN OLEH PT. ADHIGUNA PUTERA CABANG CILACAP (Studi Kasus pada Pelabuhan Wijayapura Dan PLTU). SKRIPSI.
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Abstract
Shipping safety is a condition of fulfilling the safety and security requirements of ships concerning water transportation, ports, and the maritime environment. This study aims to determine the effect of Service Procedures, Service Responsibility, Service Speed and Trust on Customer Satisfaction at PT. Adhiguna putera. The population in this study were service users belonging to PT Adhiguna putera and the sample used in this study was 50 respondents. The sampling technique used is non-probability sampling type saturated sampling, then the data is analyzed using multiple linear regression with the help (software) Statistic Package For Social Science (SPSS) Version 26. The regression formulation in this study is as follows: Y = 0.040 + 0.151 X1 + 0.085 X2 + 0.308 X3 + 0.439 X4 + µ From this equation, it is known that the most dominant variable affecting customer satisfaction is the trust variable with a regression coefficient of 0.439. The R2 (R Square) test obtained a result of 0.674 or 67.4%, which means that customer satisfaction is influenced by the variables of service procedures, service responsibility, service speed and trust, namely and other factors that affect customer satisfaction at PT Adhiguna putera Cilacap Branch, which is 35.5%. Keywords: Service procedures, Service responsibility, Service speed, Trust
| Item Type: | Article |
|---|---|
| Additional Information: | 202104124 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 26 Jul 2024 06:20 |
| Last Modified: | 26 Jul 2024 06:20 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6088 |
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