PENGARUH LOGISTICS SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN PT YANG MING SHIPPING INDONESIA

BELLA TRISYA ALMIRA, . (2026) PENGARUH LOGISTICS SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN PT YANG MING SHIPPING INDONESIA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh Logistics Service Quality terhadap Kepuasan Pelanggan pada PT Yang Ming Shipping Indonesia, serta untuk mengetahui seberapa besar pengaruh Logistics Service Quality terhadap Kepuasan Pelanggan tersebut. Metode penelitian yang digunakan adalah metode kuantitatif dengan pendekatan survei. Penentuan sampel dilakukan melalui teknik Probability Sampling dengan model Simple Random Sampling, dan jumlahnya dihitung memakai rumus Slovin dari populasi sebanyak 96 perusahaan pelanggan, sehingga diperoleh sampel minimum sejumlah 49 perusahaan. Pada praktiknya, data yang berhasil dikumpulkan berasal dari 78 responden yang merepresentasikan 51 perusahaan pelanggan. Pengumpulan data dilakukan melalui penyebaran kuesioner, kemudian diolah menggunakan analisis regresi linier sederhana, uji hipotesis (uji t), serta analisis koefisien determinasi (R²) dengan bantuan SPSS. Hasil pengujian memperlihatkan bahwa Logistics Service Quality memiliki pengaruh positif dan signifikan terhadap Kepuasan Pelanggan, ditunjukkan dengan nilai t hitung sebesar 10,857 dan tingkat signifikansi sebesar 0,000 (< 0,05). Koefisien regresi yang diperoleh, yaitu sebesar 0,309, mengindikasikan bahwa setiap kenaikan pada Logistics Service Quality akan diikuti oleh peningkatan Kepuasan Pelanggan. Selain itu, nilai koefisien determinasi (R²) sebesar 0,608 memperlihatkan bahwa variabel Logistics Service Quality mampu menjelaskan 60,8% variasi yang terjadi pada Kepuasan Pelanggan, sedangkan sisanya sebesar 39,2% ditentukan oleh faktor-faktor lain yang tidak dikaji dalam penelitian ini. ***** This study aims to determine the influence of Logistics Service Quality on Customer Satisfaction at PT Yang Ming Shipping Indonesia, as well as to find out how much Logistics Service Quality affects Customer Satisfaction. The research method used is a quantitative method with a survey approach. The sample was determined through the Probability Sampling technique with the Simple Random Sampling model, and the number was calculated using the Slovin formula from a population of 96 customer companies, so that a minimum sample of 49 companies was obtained. In practice, the data collected came from 78 respondents representing 51 customer companies. Data collection was carried out through the distribution of questionnaires, then processed using simple linear regression analysis, hypothesis test (t-test), and determination coefficient (R²) analysis with the help of SPSS. The test results showed that Logistics Service Quality had a positive and significant influence on Customer Satisfaction, shown by a t-value of 10.857 and a significance level of 0.000 (< 0.05). The regression coefficient obtained, which is 0.309, indicates that any increase in Logistics Service Quality will be followed by an increase in Customer Satisfaction. In addition, the determination coefficient value (R²) of 0.608 shows that the Logistics Service Quality variable is able to explain 60.8% of the variation that occurs in Customer Satisfaction, while the remaining 39.2% is determined by other factors that were not studied in this study.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Intan Puspa Wangi, S.T., M.T. ; 2). Dr. Dian Alfia Purwandari, SE., M.Si.
Subjects:	Manajemen > Manajemen Pemasaran Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Bella Trisya Almira .
Date Deposited:	04 Aug 2026 06:20
Last Modified:	04 Aug 2026 06:20
URI:	http://repository.unj.ac.id/id/eprint/68408

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