ZHAHRUK, AHMATNUR ZENI (2025) ANALISIS FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA PADA LAYANAN BONGKAR MUAT PT. SAMUDERA PERDANA SELARAS DI SEMARANG. SKRIPSI.
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Abstract
User satisfaction is a crucial factor in determining whether a person feels happy or disappointed after comparing the service performance they receive with their expectations prior to receiving the service. If service performance meets or exceeds expectations, the user will be satisfied; conversely, if performance falls short of expectations, the user will be dissatisfied. The population in this study were service users, with a sample size of 80 respondents. The sampling technique used nonprobability sampling with a saturated sampling type. The data obtained were analyzed using multiple linear regression with the help of SPSS version 25. Based on the results of the research and data analysis, the regression equation was obtained: Y = 1.041 + 0,083X ₁ + 0,130X₂ + 0,952X₃ + μ From the equation, it is known that the variables of service quality (X ₁), relationship quality (X ₂), and operational procedures (X₃) influence service user satisfaction. The R² (R square) value of 0.521 indicates that 52.1% of the variation in service user satisfaction can be explained by the three independent variables, while the remaining 47.9% is influenced by other factors outside this research model. The results of the t test show that all independent variables have a calculated t value > t table, so it can be concluded that service quality, relationship quality, and operational procedures have a positive and significant effect on service user satisfaction. Keywords: Service Quality, Relationship Quality, Operational Procedures, Service User Satisfaction, Loading and Unloading
| Item Type: | Article |
|---|---|
| Additional Information: | 212204116 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Sep 2025 04:23 |
| Last Modified: | 22 Sep 2025 04:23 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6765 |
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