PENGARUH PELAYANAN JASA PENUMPANG TERHADAP KEPUASAN KONSUMEN PADA PT PELABUHAN INDONESIA III (PERSERO)
| Main Author: | Fajar , Hidayat |
|---|---|
| Format: | Thesis NonPeerReviewed application/pdf |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
http://eprints.upnjatim.ac.id/6372/1/file1.pdf http://eprints.upnjatim.ac.id/6372/2/file2.pdf http://eprints.upnjatim.ac.id/6372/ |
Daftar Isi:
- PT Pelabuhan Indonesia III is due to the motion field of PT Pelabuhan Indonesia III on services which include ship services, goods service, unloading service, passenger service the company hopes to provide the best to the consumer so that managers competing in both the physical evidence of variable quality, Reliability, responsiveness, assurance and empathy. The purpose of this study was to analyze the influence of simultaneously and partially variable tangibles, reliability, responsiveness, assurance, and empathy towards customer satisfaction using the services of PT Pelabuhan Indonesia III (Persero) Surabaya. To answer the problem formulation and research hypotheses by using multiple linear regression analysis to determine the influence of the independent variable (X) on the dependent variable (Y). Based on testing simultan eously produce variable physical evidence (X1), Reliability (X2), Responsiveness (X3), assurance (X4), and Empathy (X5) significantly affects customer satisfaction (Y) on PT Pelabuhan Indonesia III (Persero) Surabaya because the F count> F table. Then only a partial test results variable Reliability (X2) and variable Assurance (X4) which has a significant influence on customer satisfaction (Y) because the value of t count> t table, while the physical evidence (X1), Responsiveness (X3) and Empathy (X5), no partial effect on customer satisfaction (Y) this is because the t value <t table. So in conclusion 1) Physical evidence (X1) has no significant effect partially on Consumer Satisfaction (Y). 2) Reliability (X2) has a significant effect partially on Consumer Satisfaction (Y). 3) Responsiveness (X3) had no significant effect partially on Consumer Satisfaction (Y). 4) Security (X4) have a significant influence partially on Consumer Satisfaction (Y). 5) Empathy (X5) had no significant effect partially on customer satisfaction (Y). Keywords: Physical Evidence (X1), Reliability (X2), Responsiveness (X3), assurance (X4), Empathy (X5) and Customer Satisfaction (Y)