VINA, YULIANTI (2021) ANALISIS FAKTOR-FAKTOR KEPUASAN, KEPERCAYAAN DAN LOYALITAS EKSPORTIR TERHADAP KUALITAS PELAYANAN JASA FREIGHT FORWARDING PT. PHOENIX INTERNATIONAL CABANG SEMARANG. SKRIPSI.
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Abstract
Service quality is an important factor for the survival of the entire company. The better the value of service quality in the company, the more positive value it will give to each customer. The problem faced by this company is that it is not known how important it is to know the quality of service provided to customers. If this is allowed to continue, the company cannot determine a strategy to improve its Service Quality. There are several factors that affect Service Quality influenced by Satisfaction, Trust and Exporter Loyalty. The formulation of the problem, research objectives and hypotheses on the background of the purpose of this study is to analyze the positive influence between the independent variables, namely Satisfaction, Trust and Exporter Loyalty on the dependent variable of Service Quality. The population in this study was taken by customers of freight forwarding services at PT. Phoenix International Forwarding Semarang branch and the sample used in this study was 102 respondents. The sampling technique used is probability sampling with the type of sampling that is Simple Purposive. The analytical method used in this research is descriptive analysis and quantitative analysis, then the data is analyzed using multiple linear regression with the help of (software) Statistical Package For Social Science (SPSS). The results of the hypothesis test show that the variables of Satisfaction, Trust and Exporter Loyalty partially affect the Quality of Service at PT. Phoenix International Forwarding Semarang branch. The results of the multiple linear regression analysis obtained Y = 3,659+ 0,175 X1 + 0,210 X2 + 0,336 X3 + µ. The results of the multiple linear regression equation show that there is a positive and partially significant effect between satisfaction on service quality (t count value of 2.157 > t table value of 1.98447), The results of the multiple linear regression equation indicate that there is a positive and significant effect between trust in service quality (t count = 2.364> t table = 1.98447), The results of the multiple linear regression equation indicate that there is a positive and significant effect between exporter loyalty on service quality (t count = 3.773 > t table = 1, 98447), the coefficient of determination gets an Adjusted R square value of 0.233, thus 23.3% of service quality is explained by these 3 variables, while the remaining 76.7% is the influence of variables such as ocean freight prices, consumer characteristics, brand image, promotions, time delivery of goods, documents and others. Keywords: Satisfaction, Trust, Exporter Loyalty and Service Quality
| Item Type: | Article |
|---|---|
| Additional Information: | 1922.14.066 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 02 Nov 2021 01:48 |
| Last Modified: | 02 Nov 2021 01:48 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3910 |
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