ARVA, SANDRA (2025) ANALISIS KUALITAS PELA YANAN KAPAL, KEDISIPLINAN, DAN KEANDALAN PETUGAS TERHADAP KEPUASAN PENUMPANG PELABUHAN TANJUNG MAQOM KEPULAUAN RIAU. SKRIPSI.
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SKRIPSI ARVA SANDRA 1,2,3,4,5 SEMHAS LENGKAP.pdf Restricted to Repository staff only Download (22MB) |
Abstract
This research aims to analyze the influence of ship service quality, staff discipline, and staff reliability on passenger satisfaction at Tanjung Maqom Port, Riau Islands. Ports serve as a crucial node in the maritime transport system, relying heavily on both physical and non-physical service quality. This study adopts a quantitative method using a survey approach involving I 00 ferry passengers selected through purposive sampling. Data were collected using a questionnaire and analyzed using multiple linear regression with the assistance of SPSS version 26. The analytical technique used is multiple linear regression analysis with the resulting equation: Y = 1,197 + 0,203XJ + 0,302X2 + 0,218X3 + µ The results reveal that all three independent variables-ship service quality (XI), staff discipline (X2), and staff reliability (X3)-have a positive and significant effect on passenger satisfaction (Y). The coefficient of determination (Adjusted R2) of 57.5% indicates that the model explains more than half of the variability in passenger satisfaction. Therefore, improving service quality, enhancing staff discipline, and ensuring reliable operations are key factors in increasing port user satisfaction. Keywords: Service Quality, Discipline, Staff Reliability, Passenger Satisfaction, Port
| Item Type: | Article |
|---|---|
| Additional Information: | 212204019 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 22 Sep 2025 04:23 |
| Last Modified: | 22 Sep 2025 04:23 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6762 |
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