BINTANG, SUGIHATENA (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA PADA UPTD PENGUJIAN KENDARAAN BERMOTOR DINAS PERHUBUNGAN DI KOTA TASIKMALAYA. SKRIPSI.
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Abstract
The aim of this research is to determine whether or not there is an influence of facility variables, human resource variables, location variables and security variables on the satisfaction of service users of the technical service unit of the motor vehicle testing service at the Tasikmalaya City Transportation Service. The population used in this research were all service users who carried out motor vehicle testing during October, totaling 756 populations and the sample used in this research was 100 service user respondents who used motor vehicle testing services, using non-probability sampling techniques, namely with quota sampling. Quota sampling with special characteristics of respondents aged over 25 years, male and female who have the status of users of motor vehicle testing services. The data analysis used in this research is descriptive analysis and quantitative analysis, the data is analyzed using multiple linear regression analysis with the help of (software) Statistical Package For Social Science (SPSS) version 24. Based on the research results it can be seen that the research model is from the linear regression equation multiple is Y= -1.276 + 0.434.X1 + 0.073.X2 + 0.111.X3 + 0.709.X4 µ . The results of research using partial t-test hypothesis testing show that facility variables, human resource variables, location variables and security variables have a positive and significant effect on service user satisfaction. From the results of this research, there is a relationship between the independent variable and the dependent variable. Hypothesis testing using the t test shows that the four independent variables, namely the facility variable, are 0.434 (X1), the human resources variable is 0.073 (X2), the location variable is 0.111 (X3), and the security variable is 0.709 (X4). From the regression equation, it can be seen that the variable that has the most dominant influence on service user satisfaction is the security variable with a regression coefficient of 0.709. And the determinant coefficient test (R Square) obtained a result of 0.873 or 87.3%, which means that service user satisfaction is influenced by facility variables, human resource variables, location variables and security variables, namely 87.3% and other factors that influence service user satisfaction was 12.7% or 0.127. Keywords: Facilities, Human Resources, Location, security, and Service User Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202104043 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 19 Nov 2024 04:34 |
| Last Modified: | 19 Nov 2024 04:34 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6346 |
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