HARRIS, SYAFRUDIN SARAGIH (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PADA PT. KERETA API INDONESIA DAERAH OPERASI (DAOP) IV SEMARANG TAWANG. SKRIPSI.
![[img]](http://repository.unimar-amni.ac.id/style/images/fileicons/text.png) |
Text
BAB 1 SARAGIH.pdf Restricted to Repository staff only Download (230kB) |
|
Text
BAB 2 SARAGIH.pdf Restricted to Repository staff only Download (256kB) |
|
Text
BAB 3 SARAGIH.pdf Restricted to Repository staff only Download (531kB) |
|
Text
BAB 4 SARAGIH.pdf Restricted to Repository staff only Download (808kB) |
|
Text
BAB 5 SARAGIH.pdf Restricted to Repository staff only Download (28kB) |
Abstract
ABSTRACT Quality of service provides an impetus to service users to establish a strong bond with the service provider. Bond like this in the long run allow the Semarang Tawang Railway Station to understand thoroughly the expectations of service users and their needs so the Semarang Tawang Railway Station can improve user satisfaction services where Semarang Tawang Railway Station maximize the user experience enjoyable services and minimize service user experience less enjoyable. This research purpose of this is to know how to analyze the quality of service (tangibles, reliability, resposiveness, empathy and assurance) to the Customer Satisfaction. Based on the results of the regression may be made of linear equations: Y = 2,481 + 0,154 X1 + 0,206 X2 + 0,187 X3 + 0,175 X4 + 0,160 X5 + µ The regression coefficient of variable Tangible of 0.154 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Reliability of 0.206 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Responsiveness of 0.187 meansis a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Empathy of 0.175 means is a positive and significant effect partially on Customer Satisfaction. The regression coefficient of variable Assurance of 0.160 means is a positive and significant effect partially on Customer Satisfaction .Coefficient of determination Adjusted R Square value which shows the number of 0.548. These results indicate that tangibles, reliability, resposiveness, empathy, and assurance are able to explain theCustomer satisfaction Semarang Tawang Railway Station the remuneration of 54.8%, while for rest(100% - 54,8% = 45,2%),present of other out variable of research. Keywords: Quality of service, Customer Satisfactions
| Item Type: | Article |
|---|---|
| Additional Information: | 192004094 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Aug 2023 07:33 |
| Last Modified: | 11 Aug 2023 07:33 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5479 |
Actions (login required)
 |
View Item |