AZUWANSYAH, AZUWANSYAH (2019) ANALISIS KUALITAS PELAYANAN JASA KANTOR SYAHBANDAR DAN OTORITAS PELABUHAN (KSOP) KELAS II PELABUHAN SRI BINTAN PURA TANJUNG PINANG TERHADAP KEPUASAN PENGGUNA JASA. SKRIPSI.
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Abstract
quality of service provides an impetus to service users to establish a strong bond with the service provider. bond like this in the long run allow the office KSOP Tanjung Pinang to understand thoroughly the expectations of service users and their needs so the office KSOP Tanjung Pinang can improve user satisfaction services where office KSOP Tanjung Pinang maximize the user esperience enjoyable services and minimize service user esperience less enjoyable. this research purpose of this is to know how to analyze the quality of service(tangibles, reliability, resposiveness, assurance, and empathy) to the customer satisfaction. based on the results of the regression may be made of linear equations: Y = 2,597 + 0,202 X1 + 0,245 X2 + 0,214 X3 + 0,215 X4 + 0,198 X5 + µ The regression coefficient of variable tangible of 0,202 means is a positive and significant effect partially on customer satisfaction. the regression coefficient of variable reability of 0.245 means is a positive and significant effect partially on customer satisfaction. the regression coeffecient of variable responsiveness of 0.214 means is a positive and significanteffect partially on customer satisfaction. the regession coefficient of variable assurance of 0.215 means is a positive and significant effect partially on customer satisfaction. the regession coefficient of variable empathy of 0.349 menas is a positive and significant effect partially on customer satisfaction. coefficient of determinatation adjusted R square value which shows the number of 0.519. these results indicate thattangibles, reliability, responsiveness, and empathy are able to explain the customer satisfaction KSOP II Tanjung Pinang the remuneration of 58.2 % while for rest (100%- 68,5%= 31,5%) present of other out variable of research. keyword: quality of services, customer satisfactions.
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 14 Nov 2019 08:35 |
| Last Modified: | 14 Nov 2019 08:35 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/84 |
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