Chandra, Ari Mualana (2021) ANALISIS PENGARUH FACILITIES, DISCIPLINE, DAN COMMUNICATIONTERHADAP CUSTOMER SATISFACTION (Studi Kasus Pada Kantor Kesyahbandaran dan Otoritas pelabuhan (KSOP) Kelas III Banjar Masin). SKRIPSI.
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Abstract
Service quality provides an impetus to service users to establish strong ties with service providers. Bonds like this in the long term allow agencies to understand carefully the expectations of service users, thus the agency can increase service user satisfaction where agencies maximize the experience of users as input. The purpose of this study is to find out how to analyze the influence (facilities, discipline and communication) on customer satisfaction at Class III Banjar Masin Harbormaster and Port Authority (KSOP) This study uses quantitative data (Likert scale) and multiple linear regression analysis. (Y=4.482+0.205X1+0.361X2+0.390X3+u) Using the SPSS version 22 calculator. The research subjects (n=100) were Class III Banjar Masin users of Kesyahbandara and Port Authority (KSOP). Data collection techniques using observation methods, literature study, interview methods, questionnaires and documentary methods. The results of statistical research with multiple linear regression equations show that the facilities (X1) regression coefficient value of 0.205 means positive and the hypothesis is accepted the tcount is 2.055 ttable is 1.98498, discipline (X2) the regression coefficient value is 0.361 which is positive and the hypothesis is accepted where tcount value of 3.815 ttable of 1.98498, and communication (X3) regression coefficient value of 0.390 which is positive and the hypothesis is accepted. tcount value of 3.937 ttable of 1.98498 overall (X1,X2,X3) partially has a positive and significant effect on customer satisfaction (Y). The results of the coefficient of determination test (Adjust R Square) of 0.634 (0.634 x 100% = 63.4%) facilities, discipline and communication variables have a contribution role of 63.4%, which means the rest of 100% - 63.4% = 36, 6% is the influence of other variables outside this study. Keywords: facilities, discipline, communication, customer satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 171804048 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 06 Dec 2021 03:24 |
| Last Modified: | 06 Dec 2021 03:24 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3974 |
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