PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA TERMINAL PENUMPANG PELABUHAN TANJUNG MAS SEMARANG

JURNAL SAINS DAN TEKNOLOGI MARITIM Pub Date : 2019-06-14 DOI:10.33556/JSTM.V19I2.207

Yoeli Janto, Harcici Harcici

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Abstract

The purpose of this research is to analyze the influence between physical evidence, reliability, responsiveness, assurance, and empathy on customer’s satisfaction as in individuals and/or groups of customers of passenger terminal services at Tanjung Mas Port of Semarang. The population sampling used was 98 respondents. Data analysis was performed using multiple linear regression tests. Based on the results of the data analysis, it was concluded that the physical evidence, reliability, responsiveness, assurance on customer’s satisfaction as in individuals and/or groups of customers of passenger terminal services at Tanjung Mas Port of Semarang are influenced the passengers’ satisfaction on the service of Tanjung Mas Port passenger terminal. The magnitude of the influence of the five dimensions of services quality on consumer satisfaction is 64.3 percent. The regression equation formed is : Y =3,249 + 0.188 X1 + 0.150 X2 + 0.340 X3 + 0.270 X4 + 0.198 X5.

Keywords: Service Quality, Consumer Satisfaction

Penelitian ini bertujuan untuk menganalisis pengaruh dimensi tangible (bukti fisik), reliability (kehandalan), responsive (daya tanggap), assurance (jaminan) dan emphaty (empati) secara individu maupun bersama - sama terhadap kepuasan konsumen pengguna jasa terminal penumpang Pelabuhan Tanjung Mas Semarang. Sampel yang digunakan sebanyak 98 responden. Analisis data dilakukan dengan menggunakan uji regresi linier berganda. Berdasarkan hasil analisis data disimpulkan bahwa dimensi tangible (bukti fisik), reliability (kehandalan), responsive (daya tanggap), assurance (jaminan) dan emphaty (empati) secara individu maupun bersama - sama berpengaruh terhadap kepuasan konsumen pengguna jasa terminal penumpang Pelabuhan Tanjung Mas Semarang. Besarnya pengaruh kelima dimensi kualitas pelayanan terhadap kepuasan konsumen sebesar 64,3 persen. Persamaan regresi yang terbentuk adalah Y = 3,249 + 0,188 X₁ + 0,150 X₂ + 0,340 X₃ + 0,270 X₄ + 0,198 X₅.

Kata kunci : Kualitas Pelayanan, Kepuasan Konsumen

查看原文本刊更多论文

服务质量对丹戎三宝港客运码头乘客满意度的影响

本研究的目的是分析实物证据、可靠性、响应性、保证和共情对三宝垄丹绒马港客运码头服务的个人和/或群体客户满意度的影响。使用的人口抽样是98名受访者。数据分析采用多元线性回归检验。根据数据分析的结果，它是得出结论，实物证据，可靠性，响应能力，客户满意度的保证，作为个人和/或三宝垄丹戎马港客运码头服务的客户群体影响丹戎马港客运码头服务的旅客满意度。服务质量的五个维度对消费者满意度的影响程度为64.3%。形成的回归方程为:Y = 3249 + 0.188 X1 + 0.150 X2 + 0.340 X3 + 0.270 X4 + 0.198 X5。关键词:服务质量，消费者满意度，维度有形(bukti fisik)，可靠性(kehandalan)，响应性(daya tanggap)，保证(jaminan)，重点(empati)，个人(maupun bersama - sama terhadap, kepuasan, konsumen, pengguna jasa terminal, penumpang Pelabuhan, Tanjung Mas三宝朗。Sampel yang digunakan sebanyak 98回应。分析数据为线性回归分析。Berdasarkan hasil分析数据dispulpulkan bahwa维度有形(bukti fisik)，可靠性(kehandalan)，响应性(daya tanggap)，保证(jaminan)和重点(empati) secara个体maumpun berpengaruh terhadap kepuasan konsumen pengguna jasa terminal penumpang Pelabuhan Tanjung Mas三宝朗。besarya pengaruh kelima dimensi kualitas pelayanan terhadap kepuasan konsumen sebesar 64,3人。Persamaan regresi yang terbentuk adalah Y = 3,249 + 0,188 X1 + 0,150 X2 + 0,340 X3 + 0,270 X4 + 0,198 X5。Kata kunci: Kualitas Pelayanan, Kepuasan Konsumen

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JURNAL SAINS DAN TEKNOLOGI MARITIM

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