INDRA, PRATAMA (2025) Analisis Pengaruh Pelayanan Keberangkatan, Pelayanan Kedatangan, Kinerja Terminal, Dan Keselamatan Terhadap Kepuasan Penumpang Kapal PT PELNI Di PT. Pelindo Multi Terminal Cabang Tanjung Emas Semarang (Studi PT PELN I KM Lawit Dengan Trayek Semarang-Karimunjawa). SKRIPSI.
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Abstract
This study aims to analyze the effect of departure service, arrival service, terminal performance, and safety on passenger satisfaction of PT PELNI at PT Pelindo Multi Terminal, Tanjung Emas Branch, Semarang. The background of this research is based on the importance of improving port service quality to support the comfort and satisfaction of ship passengers as users of sea transportation services. This research employs a quantitative approach using a survey method by distributing questionnaires to 100 passengers of KM Lawit on the Semarang- Karimunjawa route. The analytical technique used is multiple linear regression with the aid of SPSS version 27. The results indicate that all four independent variables departure service, arrival service, terminal performance, and safetyhave a positive and significant simultaneous effect on passenger satisfaction. Y = -1.706 + 0.297X1 + 0.256X2 + 0.242X3 + 0.332X4 The t-test results show that all independent variables—departure service (X1), arrival service (X2), terminal performance (X3), and safety (X4) have a positive and significant effect on passenger satisfaction (Y). The Adjusted R Square value of 0.621 indicates that 62.1% of the variation in passenger satisfaction can be explained by these four variables. These findings emphasize the importance of comprehensive service improvements to foster loyalty and satisfaction among sea transportation users at the port. Keywords: Passenger Satisfaction, Departure Service, Arrival Service, Terminal Performance, Safety, PT PELNI, Tanjung Emas Port.
| Item Type: | Article |
|---|---|
| Additional Information: | 212204132 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Jun 2025 05:04 |
| Last Modified: | 25 Jun 2025 05:04 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6602 |
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