CHRISTIEN, PRIHATINI SARIDEWI KLAU (2021) ANALISIS PENGARUH RESPONSIVENESS, RELIABILITY DAN PRICE TERHADAP KEPUASAN PENGGUNA JASA PELABUHAN DI KANTOR KESYAHBANDARAN DAN OTORITAS PELABUHAN KELAS II TANJUNG INTAN CILACAP. SKRIPSI.
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Abstract
The higher level of service demand has resulted in increasingly fierce and competitive competition among service providers. Each company strives to be able to attract as many service users as possible and maintain them so that the company can develop its business and can continue to compete in the competition between fellow services providers. To be able to attract the interest of service users, company management needs to look at the consumer behavior shown when looking for, buying, using and evaluating a product/service that they hope will satisfy their needs, to be adjusted to the service strategies that to be implemented. The research aims to determine and analyze how much influence responsiveness, reliability and price have on service user satisfication. The method used in this study was simple random sampling. The sample this study amounted to 100 people. The instrument used in this study in the form of a questionnaire as many 12 question about satisfication with service at the Port Authority Office and Class II Tanjung Intan Cilacap. Based on multiple linear regression analysis obtained results Y = 0.538 + 0.374 X1, + 0.268 X2 + 0.283 X3 + μ. The result of partial test of responsiveness, reliability and price have positive and significant effect to service user satisfaction. In tt prove with the result of comparison of t value arithmetic with t table and with comparison level significant 5% (0,05) where responsiveness variable t count (3,328)> t table (1,98498) with significant level 0,001 <0,05, reliability variable t count (2,781)> t table (1,98498) with significant level 0,007 <0,05, variable of price t count (2,813)> t table (1,98498) with significant level 0,006 <0,05. Test R2, of responsiveness, reliability and price gives a significant influence on service user satisfaction 58.2%, while the remaining 41.8% is explained by other causes outside the variable model that is not examined. Keywords : Responsiveness, reliability, price, service user satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 192214017 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Oct 2021 04:18 |
| Last Modified: | 21 Oct 2021 04:18 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3807 |
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