FIRMAN, FIRMAN (2024) ANALISIS PENGARUH KAPABILITAS SUMBER DAYA MANUSIA, KUALITAS PELAYANAN DAN FASILITAS PELABUHAN TERHADAP KEPUASAN PENGGUNA JASA LAYANAN BONGKAR MUAT PADA PT PELINDO MULTI TERMINAL CABANG TANJUNG EMAS SEMARANG. SKRIPSI.
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Abstract
In this study, 3 research variables were analyzed, namely human resource capability, service quality and port facilities as independent variables that affect the dependent variable, namely user satisfaction of loading and unloading services at PT Pelindo Multi Terminal Branch Tanjung Emas Semarang. The formulation of the problem, research objectives and hypotheses in this study are to analyze the positive and significant influence individually between the independent variables, namely human resource capability, service quality and port facilities on the dependent variable, namely user satisfaction of loading and unloading services at PT Pelindo Multi Terminal Branch Tanjung Emas Semarang. In this study, the objects taken were users of loading and unloading services at PT Pelindo Multi Terminal Branch Tanjung Emas Semarang. Data sources include primary and secondary data. The sample in this study was 100 respondents who were users of loading and unloading services at PT Pelindo Multi Terminal Branch Tanjung Emas Semarang. The data analysis technique was multiple linear regression and with the statistical tool SPSS 26.0. Y = -4,134 + 0,668.X1 + 0,230.X2 + 0,301.X3 + µ The results of multiple linear regression research indicate that there is a partial positive influence of human resource capability on service user satisfaction (t count 10.493 > t table 1.98472), service quality on service user satisfaction (t count 3.080 > t table 1.98472) and port facilities on service user satisfaction (t count 4.113 > t table 1.98472). While the determination coefficient gets an Adjusted R2 correlation value of 0.743, thus 74.3% in influencing service user satisfaction, while the remaining 25.7% (100% - 74.3%) is explained by other variables outside the three variables used in this study. Keywords: Human Resource Capability, Service Quality and Port Facilities on Service User Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202104080 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 13 Sep 2024 08:09 |
| Last Modified: | 13 Sep 2024 08:09 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6249 |
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