PENGARUH RELIABILITY DAN TANGIBLE TERHADAP KEPUASAN PENGGUNA JASA KAPAL DI PELABUHAN TANJUNG MAS SEMARANG

Andi Kurniawati

Abstract


The purpose of this research was to analyze the influence of reliability and tangible to the customers’ satisfaction on the ship’s service quality at Tanjung Emas Port of Semarang. This was a qualitative research used questionnaires. There were 100 respondents for population sample from all ship’s customers at Tanjung Emas Port of Semarang. The data sampling technic used was purposive sampling which used F test, T test and determination coefficient (R2) test. The result of this research showed that the significant level of the influence of reliability & tangible to the customers’ satisfaction on the ship’s service quality at Tanjung Emas Port of Semarang was 5%.

Keywords : Reliability, Tangible, Customers’ Satisfaction

 

Penelitian ini bertujuan untuk menganalisa pengaruh reliabitlity dan tangibles terhadap kepuasan pengguna jasa kapal di Pelabuhan Tanjung Mas Semarang. Penelitian ini merupakan penelitian kualitatif dengan menggunakan data kuesioner yang diisi oleh sampel sebanyak 100 sampel dari seluruh jumlah pengguna jasa kapal di Pelabuhan Tanjung Mas Semarang. Teknik pengambilan sample menggunakan teknik purposive sampling, dengan pengujian melalui Uji f, Uji t dan Uji Koefisiensi Determinasi (R2 ).  Hasil penelitian menunjukan bahwa secara parsial maupun simultan  reliability dan tangibles terhadap kepuasan pengguna jasa kapal di Pelabuhan Tanjung Mas Semarang dengan level of significant 5%.

Kata kunci :  Reliability, Tangibles, Kepuasan Pengguna


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DOI: http://dx.doi.org/10.33556/jstm.v0i2.174

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