VELA, BUMUL HASADI (2022) ANALISIS PENGARUH KINERJA KARYAWAN, FASILITAS BONGKAR MUAT DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PADA PT PELABUHAN INDONESIA III (PERSERO) PELABUHAN TANJUNG INTAN. SKRIPSI.
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Abstract
As the most important port service provider in Indonesia, PT Pelindo III has a key role to ensure the safety and smoothness of loading and unloading activities. Based on Law No. 17 of 2008 concerning Shipping, the Company is responsible for shipping safety, port operations, ship transportation, and the maritime environment. Currently the status of the company is no longer a "regulator" given a port "operator" which automatically changes the company from a port operator to a terminal operator so that it opens up opportunities for private companies to carry out loading and unloading activities at ports, this has an impact on competition to provide services that are affordable. satisfying service users both in terms of employee performance, loading and unloading facilities and service quality. This study aims to determine how far the influence of employee performance, loading and unloading facilities and service quality on service user satisfaction. The sample in this study amounted to 56 service user respondents using data collection methods in the form of field observations, literature studies, documentation and questionnaire methods. The author uses qualitative and quantitative data analysis, where the statistics found in the study are described or described as they are, presented in the form of numbers and then interpreted in a description. Based on empirical data (the results of filling out the questionnaire) and multiple linear regression results show that Y = 0.253 + 0.354 X1, + 0.287 X2 + 0.311 X3 + Employee Performance variable (X1) is 0.354, loading and unloading facilities variable (X2) is 0.287, and Service Quality variable (X3) is 0.364. It is proven by the results of the partial test comparison of the t-count value with the t-table, Employee Performance (X1) has a positive influence on service user satisfaction, where the t-count is 2.760 > t-table 1.67356, loading and unloading facilities (X2) have a positive influence on service user satisfaction where the value of tcount 2,148 > ttable 1.67356. Service quality (X3) also has a positive influence on service user satisfaction having a tcount of 2,347 > ttable of 1.67356 and the service quality variable has the highest influence on other variables in influencing service user satisfaction. In the coefficient of determination test (R square) the value of adjust R square is 0.580 or 58.0% in influencing the satisfaction of service users. While other factors that affect service users are (100-58.0%) = 42%. So the remaining 42% is another variable that is not proposed in this study. Keywords: Employee Performance, Loading and Unloading Facilities and Service Quality on Service User Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 202304071 |
| 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/4198 |
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