ARDELLA, RAHADEWI SAPUTRI (2024) ANALISIS PENGARUH HARGA, KUALITAS PELAYANAN, SERTA PERSEPSI RISIKO EKSPOR DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN PELANGGAN PADA JASA EMKL PT.NEW RIVER LOGISTICS SEMARANG. SKRIPSI.
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NAMA. ARDELLA RAHADEWI SAPUTRI. NRP.202104031.pdf Restricted to Repository staff only Download (4MB) |
Abstract
This research is motivated by field study findings that price, service quality, risk perception and customer experience at PT. New River Logistics still finds problems. The aim of this research is to analyze price, service quality, risk perception and customer experience on customer satisfaction. The author also explains the problems faced related to these factors. The data analysis method used in this research uses quantitative analysis. The approach method uses multiple linear regression by drawing conclusions by testing the t test and the coefficient of determination test. The regression process is tested using classical assumption testing so that it does not have symptoms of normality, multicollinearity and heteroscedasticity and avoids deviations from the assumptions found in the multiple linear regression method. The analysis technique used was multiple linear regression with the help of the SPSS V.25 program which resulted in Y = -2.273 -0.385X1+0.120X2-0.344X3 + 0.311X4+µ The results of the regression test showed a coefficient of determination (R square) of 0.706. This means that the variables flight schedule (X1), human resources (X2), landside capacity (X3), and ground handling performance have a contribution of 70.6% in influencing on time performance (Y). Meanwhile, other factors that influence on time performance are 29.4%. The results of this research show that there is a significant influence between service quality and customer satisfaction. And there is a significant influence of customer experience on customer satisfaction. However, price has not been able to prove a relationship to customer satisfaction. And the perception of export risk has not been able to prove a relationship to customer satisfaction. Keywords: price, service quality, perceived export risk, customer experience and customer satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202104031 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 29 Aug 2024 02:44 |
| Last Modified: | 29 Aug 2024 02:44 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6193 |
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