DENDEN, DARUL JALAL (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA PERUSAHAAN FREIGHT FORWADING DALAM MENUNJANG KEGIATAN EKSPOR PADA PT. YOSSAVA TRANS LOGISTIK JAKARTA. SKRIPSI.
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Abstract
Import-export activity is a process of movement of goods, both from sending goods and receiving goods from the place of origin to the destination abroad. This research aims to determine the factors that influence the satisfaction of users of freight forwarding company services in supporting export activities at PT. Yossava Trans Logistics Jakarta. The population in this study were service users from PT. Yossava Trans Logistik Jakarta used non-probability sampling with a total census/sampling technique because the number of respondents was only 96 respondents. The analytical method used is descriptive analysis and quantitative analysis, data was analyzed using multiple linear regression analysis with the help of SPSS V.25 (software). The results of this research show that the variables of service quality, perceived price, consumer trust and timeliness of delivery have a partial and simultaneous effect on service user satisfaction. The results of multiple regression analysis obtained the equation Y = 1.530 + 0.315 X1 + 0.215 X2 + 0.443 X3 + 0.360 From the regression equation, the variable that has the most dominant influence on service user satisfaction is the consumer trust variable with a regression coefficient of 0.443. And the coefficient of determination (R Square) value was 0.565. This means that the variables Service Quality (X1), Perceived Price (X2), Consumer Trust (X3), and Timeliness of Delivery (X4) have a contribution of 56.5% in influencing Service User Satisfaction (Y) and the remaining 43.5% influenced by other variables outside the research. Based on the results of the study, it can be concluded that from the multiple linear regression analysis and the distribution of respondents' answers regarding the independent variables (Service Quality, Perceived Price, Consumer Trust and Timeliness of Delivery) there is an influence on the dependent variable (Service User Satisfaction). Keywords : Service user satisfaction, service quality, perceived price, consumer trust, on time delivery
| Item Type: | Article |
|---|---|
| Additional Information: | 202104056 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Aug 2024 03:00 |
| Last Modified: | 21 Aug 2024 03:00 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6161 |
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