PENGARUH CUSTOMER EXPERIENCE MANAGEMENT TERHADAP KEPUASAN PELANGGAN PT PELNI TANJUNG PRIOK

MUHAMMAD ANANDA BAIHAQI, . (2024) PENGARUH CUSTOMER EXPERIENCE MANAGEMENT TERHADAP KEPUASAN PELANGGAN PT PELNI TANJUNG PRIOK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui customer experience terhadap kepuasan pelanggan di PT PELNI Cabang Tanjung Priok. Metode penelitian yang digunakan dalam penelitian ini menggunakan metode kuantitatif. Sampel yang digunakan dalam penelitian ini adalah 100 responden yang merupakan pengguna layanan penyebrangan di PT PELNI Cabang Tanjung Priok. Teknik sampling yang digunakan adalah non probability sampling dengan metode purposive sampling. Teknik pengumpulan data dalam penelitian ini berupa studi pustaka dan kuesioner. Data yang diperoleh dianalisis menggunakan uji korelasi, uji regresi linear sederhana, uji t dan uji koefisien determinasi. Hasil penelitian menunjukan bahwa customer experience memiliki hubungan yang erat dengan kepuasan pelanggan. Customer experience juga memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. Berdasarkan hasil penelitian PT. PELNI diharap untuk terus mempertahankan dan meningkatkan layanannya agar kepuasan konsumen dapat terjaga dan terus meningkat. Kata Kunci: Customer Experience, Kepuasan Konsumen ********* This research aims to determine customer experience regarding customer satisfaction at PT PELNI Tanjung Priok Branch. The research method used in this research uses quantitative methods. The sample used in this research was 100 respondents who were users of crossing services at PT PELNI Tanjung Priok Branch. The sampling technique used is non-probability sampling with a purposive sampling method. Data collection techniques in this research took the form of literature studies and questionnaires. The data obtained were analyzed using the correlation test, simple linear regression test, t test and coefficient of determination test. The research results show that customer experience has a close relationship with customer satisfaction. Customer experience also has a positive and significant influence on customer satisfaction. Based on the research results of PT. Pelni is expected to continue to maintain and improve its services so that consumer satisfaction can be maintained and continues to increase. Keywords: Customer Experience, Consumer Satisfaction,

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Ir. Sylvira Ananda Azwar. M. Sc ; 2). Kencana Verawati, S.S.T.,M.M.Tr.
Subjects:	Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Muhammad Ananda Baihaqi .
Date Deposited:	09 Aug 2024 01:05
Last Modified:	09 Aug 2024 01:05
URI:	http://repository.unj.ac.id/id/eprint/49545

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