MARIANUS, ADRIANUS NALE EDA (2021) ANALISIS PENGARUH KEANDALAN, JAMINAN DAN DAYA TANGGAP TERHADAP KEPUASAN PENGGUNA JASA KEAGENAN KAPAL PADA PT. BAHTERA ADHIGUNA CABANG CILACAP. SKRIPSI.
![[img]](http://repository.unimar-amni.ac.id/style/images/fileicons/text.png) |
Text
2. BAB I - BAB III.pdf Download (654kB) |
Abstract
Service user satisfaction is the goal of every company for the survival of every company. Companies with a high level of service user satisfaction tend to be superior to other competitors. Not only improving, the company must also be able to maintain the stability of the level of customer satisfaction to remain high. A good service response can be able to make the desired expectations as expected, so that it will create quality in the company. Service users who feel there is satisfaction with the quality provided by the company is a valuable asset to make the company able to compete in the agency service business world. The purpose of this study was to analyze the effect of the independent variable on the dependent variable. With a population of 250 field employees of PLTU Adipala, users of PT. Bahtera Adhiguna Branch Cilacap and taken a sample of 72 respondents. With non-probability sampling and purposive sampling technique, data collection using questionnaires, data analysis technique used is multiple regression analysis technique including validity test, reliability test, classical assumption test, and hypothesis testing. Based on this analysis, the following regression equation was obtained: Y = 1.156 + 0.341 + 0.233 + 0.327 + . The results showed that hypothesis testing using the t test showed that the three independent variables, namely reliability (X1), assurance (X2), responsiveness (X3) which were studied proved to have a positive and significant effect on the dependent variable, namely service user satisfaction, on the coefficient of determination test ( R Square) Adjust R square value of 0.63.7 means that 63.7% of the variation in the dependent variable of service user satisfaction can be explained by the independent variables of reliability, assurance, and responsiveness. While the remaining 36.3% is explained by other reasons outside the variables studied. Keywords: Reliability, Responsiveness, Assurance, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 192214074 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 30 Sep 2021 02:12 |
| Last Modified: | 30 Sep 2021 02:12 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3723 |
Actions (login required)
 |
View Item |