PENGARUH KUALITAS PELAYANAN PADA JASA PENGIRIMAN MUATAN BERLABEL REDPACK TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: PT PELNI (PERSERO) KANTOR PUSAT 2024)

DEARY TREE NOWI PUTRI GALUH, . (2024) PENGARUH KUALITAS PELAYANAN PADA JASA PENGIRIMAN MUATAN BERLABEL REDPACK TERHADAP KEPUASAN PELANGGAN (STUDI KASUS: PT PELNI (PERSERO) KANTOR PUSAT 2024). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini yaitu untuk mengidentifikasi faktor - faktor yang berdampak paling besar terhadap kualitas pelayanan yang diberikan kepada pelanggan Redpack di kantor pusat PT PELNI (Persero). Survei anggota RedPack dilakukan dengan menggunakan pendekatan kuantitatif. Teknik sampling jenuh digunakan dimana seluruh populasi berjumlah 70 responden. Data yang didapat dari kuesioner dilakukan analisis memakai analisis regresi linier sederhana untuk mendapat informasi besarnya koefisien variasi. Peneliti menggunakan hasil survei kualitas layanan untuk mempengaruhi kepuasan pelanggan terhadap kualitas layanan secara signifikan. Hasil analisis regresi linier sederhana memperlihatkan ada pengaruh positif serta signifikan antar kualitas pelayanan terhadap kepuasan pelanggan, serta hasil korelasi menunjukan pengaruh kualitas pelayanan terhadap kepuasan pelanggan sebesar 53,7%. Berdasarkan hasil survei, kabanyakan dari responden (42,8%) memberikan penilaian tinggi terhadap variabel Reliability yang dianggap sebagai faktor yang memiliki dampak terbesar kepuasan pelanggan pada kualitas pelayanan jasa pengiriman barang berlabel Redpack di PT. Pelni (Persero) pada tahun 2024. Hasil pengujian hipotesis uji t parsial menunjukkan tingkat signifikansi 0,001 < 0,05. Dinyatakan Ho ditolak dan Ha diterima. Maknanya kualitas pelayanan punya suatu pengaruh yang signifikan terhadap kepuasan pelanggan angkutan barang RedPack PT. Pelni(Persero). Kata kunci: Kualitas Pelayanan, Kepuasan Pelanggan, Muatan RedPack The objective of this study is to identify the factors that have the greatest impact on the quality of service provided to Redpack customers at the head office of PT PELNI (Persero). A survey of RedPack members was conducted using a quantitative approach. The saturated sampling technique was used where the entire population amounted to 70 respondents. The data obtained from the questionnaire was analyzed using simple linear regression analysis to obtain information on the coefficient of variation. Researchers used the results of the service quality survey to significantly influence customer satisfaction with service quality. The results of simple linear regression analysis show that there is a positive and significant effect between service quality and customer satisfaction, and the correlation results show that the effect of service quality on customer satisfaction is 53.7%. Based on the survey results, most of the respondents (42.8%) gave a high rating to the Reliability variable which is considered the factor that has the greatest impact on customer satisfaction on the quality of service of goods delivery services labeled Redpack at PT Pelni (Persero) in 2024. The partial t test hypothesis testing results show a significance level of 0.001 <0.05. It is stated that Ho is rejected and Ha is accepted. This means that service quality has a significant influence on customer satisfaction for RedPack freight transportation at PT Pelni (Persero). Keywords: Service Quality, Customer Satisfaction, RedPack Load

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Henita Rahmayanti, M.Si 2). Siti Sahara S.Pd., M.Pd
Subjects:	Manajemen > Pendidikan, Riset Penelitian Bisnis Manajemen > Perilaku Konsumen
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 24666 not found.
Date Deposited:	08 Aug 2024 03:10
Last Modified:	08 Aug 2024 03:10
URI:	http://repository.unj.ac.id/id/eprint/49242

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