MUHAMMAD, HIDAYAT (2025) PENGARUH E-SERVICE QUALITY PELNI MOBILE TERHADAP KEPUASAN PENUMPANG KAPAL PT. PELAYARAN NASIONAL INDONESIA (PERSERO) CABANG SEMARANG. SKRIPSI.
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Abstract
PT Pelayaran Nasional Indonesia (Persero) is a national shipping company that is now developing digital services through the PELNI Mobile application. However, there are still obstacles such as lack of efficiency, fulfillment of service promises that have not been maximized, system disruptions and privacy issues. This study aims to analyze the effect of Efficiency (X1), Fulfillment (X2), System Availability (X3) and Privacy (X4) on Passenger Satisfaction (Y). The sample in this study were ship passengers who used the PELNI Mobile application and 100 respondents were taken. The sampling technique used non-probability sampling type purposive sampling. Data collection was carried out using a questionnaire and the data analysis technique used was multiple linear regression analysis, including validity tests, reliability tests, classical assumption tests and hypothesis testing. Based on the results of the analysis, the multiple linear regression equation is obtained as follows : Y = -3,851 + 0,174 X1 + 0,240 X2 + 0,194 X3 + 0,521 X4 + μ.The results of hypothesis testing using the t test show that the independent variables, namely efficiency (X1), fulfillment of service promises (X2), system availability (X3) and privacy (X4) partially have a positive and significant effect on passenger satisfaction. This is indicated by the significance value of each variable which is below 0.05. In the coefficient of determination test (Adjusted R²), a value of 0.581 (58.1%) was obtained which means that 58.1% of the variation in passenger satisfaction can be explained by the four independent variables. While the remaining 41.9% is explained by other factors outside this research model. Thus, the results showed that efficiency, fulfillment of service promises, system availability and privacy have a positive and significant effect on passenger satisfaction using the PELNI Mobile application at PT. PELNI (Persero) Semarang Branch. Keywords : Efficiency, Fulfillment, System Availability, Privacy, Passenger Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 212204071 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 09 May 2025 03:00 |
| Last Modified: | 09 May 2025 03:00 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6509 |
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