KETUT, SUKARIYANA (2024) ANALISIS EVALUASI INFRASTRUKTUR, ASPEK PELAYANAN DAN KUALITAS PELAYANAN PELABUHAN TERHADAP TINGKAT KEPUASAN PELANGGAN PADA PELABUHAN PENYEBERANGAN PERINTIS PULAU RAAS (Studi kasus pada Pelabuhan Penyeberangan Perintis Pulau Raas). SKRIPSI.
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Abstract
The Customer satisfaction is influenced by several factors including infrastructure, service aspects and service quality. From the three indicators, two factors, which is infrastructure and service quality, have a significant influence on customer satisfaction while service aspects have a less significant influence on customer satisfaction. The purpose of this study is to determine whether there is an influence of infrastructure, service aspects, service quality on customer satisfaction at the pioneer ferry port of Raas Island. In this study, the research population is customers who are at the pioneer crossing port of Raas Island who will depart from Raas Island to Kalianget Port and Jangkar Port using KMP. Dharma Kartika with a sampling system with a total of 139 respondents (sample). The variables in the study consisted of Independent variables influence of infrastructure (X.1), service aspects (X.2), and service quality (X.3) and the dependent variable is customer satisfaction (Y). The research model used is multiple linear regression analysis. The results of the analysis with the statistical tool SPSS V.22 program obtained multiple linear regression equation Y = -0.424 + 0.494 X1 + 0.096 X2 + 0.407 X3 + µ This shows that, based on empirical facts (the results of filling out the questionnaire) and the results of multiple linear regression show that the infrastructure variable (X1) has t count of 2,883 and t table of 1,977, so H1 is accepted and significant, the service aspect (X2) has t count of 0,770 and t table of 1,977, so H2 is rejected and insignificant, service quality has t count of 2,729 and t table of 1,977, so H3 is accepted and significant. In the coefficient of determination test (R Square) the Adjust R square value of 0.751 means that 75.1% of the variation in the dependent variable, namely customer satisfaction, can be explained by the independent variables of infrastructure, service aspects and service quality. While the remaining 28.5% is explained by other causes outside the variables studied or can be called µ “miu”. Keywords: Customer Satisfaction, Infrastructure, Service Aspects, Service Quality
| Item Type: | Article |
|---|---|
| Additional Information: | 20.23.04.034 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 15 Oct 2024 07:03 |
| Last Modified: | 15 Oct 2024 07:03 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6310 |
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