ROY, GUSTIAN SAPUTRO (2021) ANALISIS FAKTOR PELAYANAN JASA TERHADAP KEPUASAN PENUMPANG KAPAL PENYEBERANGAN PADA KAPAL FERRY (RO-RO) LINTAS LEMBAR-PADANG BAI. SKRIPSI.
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Abstract
Satisfaction is the level of a person's feelings after comparing the performance of a product or service that he feels with his expectations. Customer satisfaction is a post-purchase evaluation in which the chosen alternative at least gives the same result or exceeds customer expectations. Meanwhile, dissatisfaction arises when the results obtained do not meet customer expectations. Meanwhile, dissatisfaction arises when the results obtained do not meet customer expectations. Satisfaction is one indicator of the success or failure of a company. This study aims to determine the analysis of the factors that affect the quality of service, economical and efficient, the availability of facilities on the satisfaction of ship passengers. This research was conducted at the Port of PT. Jemla Ferry Mataram Branch as a sample. Data was collected through observation, literature study, interviews, documentation and questionnaires. The analysis technique used is multiple linear regression with the help of SPSS V.25 program. Based on the results of research and multiple analysis, the following equations are generated: Y = 0.589 + 0,255 X1 + 0,259 X2 -0,412 X3 + µ Where the variables of Passenger Satisfaction (Y), Service Quality (X1), Economical and Efficient (X2), and Facility Availability (X3) were tested using the t test, it showed that the three independent variables partially had a significant influence on the loading and unloading speed of containers as dependent variable. The Adjusted R Square figure of 0.584 indicates that 58.4 percent of the ship passenger satisfaction variables can be explained through the three independent variables in the regression equation. While the remaining 41.6 percent is explained by other variables outside the three variables used in this study. Keywords: Quality of Service, Economical and Efficient, Availability of Facilities, and Satisfaction of Ship Passengers
| Item Type: | Article |
|---|---|
| Additional Information: | 171804199 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 05 Nov 2021 02:58 |
| Last Modified: | 05 Nov 2021 02:58 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3931 |
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