Angraini, Nadia (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa Kapal Penyeberangan Roll On Roll Off (RORO) Air Putih - Sungai Selari PT. Jembatan Nusantara Cabang Muda Bengkalis. Masters thesis, Universitas Islam Riau.
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Abstract
THE EFFECT OF SERVICE QUALITY ON USER SATISFACTION OF THE ROLL ON ROLL OFF (RORO) SERVICES OF AIR PUTIH - SUNGAI SELARI PT. JEMBATAN NUSANTARA CABANG MUDA BENGKALIS ABSTRACT NADIA ANGRAINI This research was conducted to determine the effect of service quality on the satisfaction of ship service users. The assessment indicators used include Tangibles, Responsiveness, Reliability, Assurance and Empathy. This research is located at PT. The Nusantara Bridge is located at the Air Putih - Selari River Crossing Port, Bengkalis Regency. The type of data from this research is quantitative and the data source comes from primary data, namely data obtained directly from the object of research. The population in this study were all users of the Air Putih-Sungai Selari ferry service (RORO). The data collection used in this research is data in the form of a questionnaire distributed to 2 KMPs operating owned by PT. Bridges of the Archipelago and sampling using incidental sampling technique, the determination of the sample based on chance, ie anyone who coincidentally / incidentally meets the researcher can be used as a sample. The sample in this study was 200 respondents. The examiner uses statistical aids, SPSS V.22.00. The analytical technique used is validity test, reliability test, simple linear regression test, t test, correlation coefficient and coefficient of determination. and the results of the t-test with a significance of <0.05, overall it can be concluded that there is an effect of service quality (X) on service user satisfaction (Y).
| Item Type: | Thesis (Masters) | |||||||||
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| Uncontrolled Keywords: | Service Quality, Service User Satisfaction, KMP, PT. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | |||||||||
| Divisions: | > Ilmu Administrasi S.2 | |||||||||
| Depositing User: | Budi Santoso S.E | |||||||||
| Date Deposited: | 28 Sep 2022 04:39 | |||||||||
| Last Modified: | 28 Sep 2022 04:39 | |||||||||
| URI: | http://repository.uir.ac.id/id/eprint/15758 |
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