INDRY, FERYANA LUMBAN RAJA (2025) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN EKSPORTIR PENGGUNA SKA DALAM PENGURUSAN SKA (SURAT KETERANGAN ASAL) PADA IPSKA (INSTANSI PENERBIT SURAT KETERANGAN ASAL) DINAS PERINDUSTRIAN DAN PERDAGANGAN PROVINSI JAWA TENGAH. SKRIPSI.
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Abstract
Certificate of Origin (COO) is a certification of the origin of goods, stated in the certificate that the exported goods originate from the exporting country. This study was conducted to determine the effect of tangibles, reliability, responsiveness, assurance, and empathy on the satisfaction of exporters using COO at the IPSKA Office of Central Java Province. The population in this study consisted of exporters who process COO at IPSKA Central Java Province. The sample used in this study was 100 respondents, selected using a non-probability sampling technique with a purposive sampling method. The data were then analyzed using multiple linear regression analysis with the assistance of the Statistical Package for Social Science (SPSS) Version 27.Based on the research findings and data analysis, the regression equation obtained is as follows: Y = 2.605 + 0.031X₁ + 0.095X₂ + 0.170X₃ + 0.216X₄ + 0.316X₅ + µ From this equation, it is evident that the most dominant variable influencing exporter satisfaction is the empathy variable, with a regression coefficient of 0.316. The **R² (R square) test results in a value of 57,3%, indicating that exporter satisfaction at IPSKA Central Java Province is influenced by tangibles, reliability, responsiveness, assurance, and empathy by 57,3%.The study concludes that independent variables (tangibles, reliability, responsiveness, assurance, and empathy) have a positive and significant effect on the dependent variable, exporter satisfaction. This is supported by the results of multiple linear regression, which indicate that t-value > t-table. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Exporter Satisfaction Using COO.
| Item Type: | Article |
|---|---|
| Additional Information: | 210208009 |
| Subjects: | Perdagangan Internasional |
| Divisions: | Program Studi > S1-Perdagangan Internasional |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Apr 2025 02:21 |
| Last Modified: | 25 Apr 2025 02:21 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6491 |
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