Open AccessPENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA TERMINAL PENUMPANG PELABUHAN TANJUNG MAS SEMARANG
Author(s) -
Yoeli Janto,
Harcici Harcici
Publication year - 2019
Publication title -
jurnal sains dan teknologi maritim
Language(s) - English
Resource type - Journals
eISSN - 2623-2030
pISSN - 1412-6826
DOI - 10.33556/jstm.v19i2.207
Subject(s) - population , service quality , customer satisfaction , business administration , mathematics , physics , business , service (business) , medicine , marketing , environmental health
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 X 1 + 0,150 X 2 + 0,340 X 3 + 0,270 X 4 + 0,198 X 5 .Kata kunci : Kualitas Pelayanan, Kepuasan Konsumen