JURNAL

ISSN : 2339 - 1278

Akademi Manajemen Administrasi Yogyakarta

Jl. Brawijaya No. 101, Ring Road Selatan, Yogyakarta

E-mail : lppm@amayogyakarta.ac.id
Fax/Telp. (0274) 2818878

Detail Jurnal

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN UNIT BISNIS GUDANG KARGO BANDARA INTERNASIONAL MINANGKABAU SUMATERA BARAT

Volume :Volume 06
Penulis : Mursyid
Kategori : Manajemen
Baca : PDF
Unduh : Download

This study aims to determine: 1) To determine the effect of variables Tangible (Reliability), Responsiveness, Assurance (Assurance), Emphaty (Empathy) partially towards Customer Satisfaction Cargo Warehouse Business Unit Minangkabau International Airport West Sumatra . 2) To determine the effect of Tangible (Reliability), Responsiveness, Assurance (Emphaty), Emphaty (Empathy) variables together on Customer Satisfaction Cargo Warehouse Business Unit in West Sumatra Minangkabau International Airport. 3) To find out which service quality variable is the most dominant towards Customer Satisfaction Cargo Warehouse Business Unit in West Sumatra Minangkabau International Airport. 4) To find out how much the variable Quality of Service contributes to Customer Satisfaction with Customer Satisfaction Cargo Warehouse Business Unit in West Sumatra Minangkabau International Airport.

The research method used is a quantitative method with a sample of 52 employees with saturated sampling techniques. Data collection techniques using the method of observation, interviews, documentation, literature studies and questionnaires from primary data and secondary data. While the method of data analysis the author uses the method of testing the characteristics of respondents, test validity and reliability, normality test, Analysis of the Coefficient of Determinants (R2), Partial Test (t test), Simultaneous test (F test), and Multiple Regression Test.

The results of the study can be concluded that: 1) there is the influence of the Tangible variable (x1) on Customer Satisfaction (y) can be accepted based on the T test calculation, obtained t count 2.835> t table 2.014, Reliability (x2) to Customer Satisfaction (y) t count -0.854 <from the value of t table 2.014, the Responsiveness variable (x3) on Customer Satisfaction (y) t count 0.302 <from the value of t table 2.014, the Assurance variable (x4) on Customer Satisfaction (y) t count 2.788> from the value t table 2.014, the effect of the Emphaty (x5) variable on Customer Satisfaction (y) t count 1.120 <from t table 2.014 value 2) there is a simultaneous influence between Tangible variables (x1), Reliability variables (x2), Responsiveness (x3), Assurance variables (x4), Emphaty (x5) variable on Customer Satisfaction (y) Cargo International Warehouse Business Unit of West Sumatra Minangkabau Airport can be accepted based on F test calculation, obtained f count value 13.811> f table 2.42, and significant value an 0,000 <0,05 3) the effect of partial (individual) tangible variable (x1) is 2,835 more dominantly influencing Customer Satisfaction (y) Cargo Warehouse Business Unit West Sumatra Minangkabau International Airport compared to reliability variable (x2) responsiveness variable (x3 ), Assurance variable (x4), empathetic variable (x5), with a significant value of 0.007 4) Ability to contribute between Independent variables (X1, X2, X3, X4 and X5) on Dependent (Y) variables is 60%, while variables Other variables outside of this writing have the ability to contribute or contribute to customer satisfaction (y) by 40%. 5) The Regression equation obtained is Y = 7.565 + 0.574 X1 - 0.357 X2 + 0.097 X3 + 1.116 X4 + 0.252 X5 + e

 

Keywords: Tangible, Reliability, Responsiveness, Assurance, Emphaty (x5), Satisfaction

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