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Please use this identifier to cite or link to this item: https://repository.uksw.edu/handle/123456789/8956
Title: Hubungan antara Kualitas Pelayanan dengan Kepuasan Konsumen pada Kelas Eksekutif KMP Jatra I di PT. ASDP Indonesia Ferry (Persero) Cabang Merak-Bakauheni
Authors: Sihombing, Indra Lesmana
Keywords: kualitas pelayanan;kepuasan konsumen
Issue Date: 2015
Publisher: Program Studi Psikologi FPSI-UKSW
Abstract: Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas pelayanan dan kepuasan konsumen pada kelas eksekutif KMP Jatra I di PT. Indonesia Ferry (Persero ) cabang Merak-Bakauheni. Penelitian ini menggunakan teknik Insidental Sampling dan selama lima hari penulis ikut berlayar, hanya mendapatkan sampel sebanyak 53 konsumen atau penumpang pada kelas eksekutif KMP Jatra I di PT. ASDP Indonesia (FERRY) Cabang Merak-bakauheni. Variabel kualitas pelayanan disusun oleh penulis berdasarkan lima dimensi kualitas pelayanan oleh Parasuraman, Zeithml and Bitner (1998) yang berjumlah 20 aitem, sedangkan variabel kepuasan konsumen disusun oleh penulis berdasarkan lima aspek kepuasan konsumen oleh Kotler (2002) yang berjumlah 25 aitem. Teknik analisis data yang dipakai adalah teknik analisis korelasi Pearson Product Moment dan diperoleh hasil r= 0,983 dengan signifikansi 0,000 (p<0,05). Hasil penelitian menunjukkan bahwa ada hubungan positif dan signifikan antara kualitas pelayanan dangan kepuasan konsumen pada kelas eksekutif KMP Jatra I di PT. Indonesia Ferry (Persero) cabang Merak-Bakauheni.
This research aim is to know the relationship between the service quality and consumer satisfaction on executive class of KMP Jatra I at PT. Indonesia Ferry Ltd of Merak Bakauheni branch. This research uses Incidental Sampling and during five days of participation on the voyage, the writer only obtained 53 consumers or passengers on executive class of KMP Jatra I at PT. Indonesia Ferry Ltd of Merak-Bakauheni branch. The variable of service quality is compiled by the writer based on five dimensions of service quality by Parasuraman, Zeithml and Bitner (1998) consisting 20 items. Meanwhile, the consumer satisfaction is arranged by the writer based on five aspects of consumer satisfaction by Kotler (2002) consisting 25 items. Pearson Product Moment correlation analysis technique is used for data analysis technique and the result is r = 0.983 with significant level 0,000 (p<0,05). Result of research shows that there are positive and significant correlation between service quality and consumer satisfaction on executive class of KMP Jatra I at PT. Indonesia Ferry Ltd of Merak-Bakauheni branch.
URI: http://repository.uksw.edu/handle/123456789/8956
Appears in Collections:T1 - Psychology

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