ANANDA, DWI ARYANTO (2022) ANALISIS FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PENGGUNA JASA KAPAL PENYEBERANGAN SEMARANG – PANJANG (studi pada PT. Atosim Lampung Pelayaran Cabang Semarang). SKRIPSI.
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Abstract
This study aims to determine the analysis of factors that influence the satisfaction of users of the Semarang Panjang Ferry Boat Service. The population used in this study were all service users of PT. Atosim Lampung Shipping. The sample in this study was 100 respondents and the technique used was a non- probability sampling technique with purposive sampling, which is a sampling technique based on determining certain criteria. Questions were given using a questionnaire. Respondents' answers to questions regarding the variables studied in this study were then analyzed through SPSS (Statistical Package for Social Science Version 21). The data analysis technique in this research is multiple linear regression technique. Based on the results of research and multiple analysis, the following equations are generated: Y = 0,528 + 0,242 X1 + 0,298 X2 + 0,425 X3 + µ The results of the multiple linear regression equation show that partially there is a positive and significant influence of service factors on service user satisfaction as indicated by the value of t count (2.920) > t table (1.9848), the timeliness factor on service user satisfaction which is indicated by the value of t count (3.319) > t table (1.9849), the facility factor on service user satisfaction is indicated by the value of t count (4.547) > t table (1.9849) at a significant level of 0.05. The coefficient of determination (Adjusted R square) is 0.541 which means 54.1% of service factors, timeliness factors and facilities factors on service user satisfaction while the remaining 45.9% is influenced by research variables that are not detected in this study. Keywords: Service Factor, Punctuality Factor, Facility Factor and Service User Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 171804022 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Apr 2022 02:47 |
| Last Modified: | 18 Apr 2022 02:47 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4188 |
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