Pambudi, Mohammad Eko (2020) PENGARUH KUALITAS LAYANAN, PERSEPSI HARGA, DAN LOKASI TERHADAP KEPUASAN PELANGGAN PT. APL LOGISTICS SEMARANG. Undergraduate thesis, Universitas Stikubank.
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Abstract
Kegiatan ekspor dan impor didasari dengan kebutuhan akan bahan mentah dan jadi yang ada di negara lain untuk memenuhi kebutuhan masyarakatnya, karena setiap negara memiliki karakteristik yang berbeda seperti keadaan sosial budaya, letak geografis, sumber daya alam yang dimiliki, iklim cuaca yang sering terjadi. Oleh sebab itu perlunya diadakan kegiatan ekspor dan impor. PT. APL Logistics Semarang merupakan salah satu pelaku bisnis yang bergerak di bidang jasa pengiriman barang ekspor dan impor. Pada penelitian ini membahas apakan ada pengaruh variabel kualitas layanan, persepsi harga, dan lokasi terhadap kepuasan pelanggan. Populasi dari penelitian ini yaitu ada 282 pelanggan (eksportir) pengguna jasa PT. APL Logistics Semarang, dengan menggunakan rumus slovin dapat diketahui bahwa jumlah sampel yaitu 74 pelanggan (responden). Hasil penelitian ini jika dilihat pada hasil uji Koefisien Determinasi (R square) dapat diterangkan bahwa angka Adjusted R square sebesar 0,736 menunjukkan bahwa 73,6% variabel kepuasan pelanggan dapat dijelaskan oleh variabel kualitas layanan, persepsi harga dan lokasi. Sedangkan sisanya sebesar 26.4% dijelaskan oleh variabel lain. Dan dari uji t diketahui bahwa nilai t hitung > t tabel dan tingkat signifikan < 0,05 untuk semua variabel. Sehingga dapat disimpulkan bahwa variabel kualitas layanan, persepsi harga dan lokasi secara parsial berpengaruh positif signifikan terhadap kepuasan pelanggan. Sehingga semua hipotesis pada penelitian ini terpenuhi dan diterima. ABSTRACT Export and import activities are based on the need for raw and finished materials that exist in other countries to meet the needs of its people, because each country has different characteristics such as socio-cultural conditions, geographical location, and natural resources owned, weather climate that often occurs. Therefore the need for export and import activities. PT. APL Logistics Semarang is one of the business company engaged in export and import goods shipping services. In this study discusses whether there is an influence of service quality, price perceptions, and location on customer satisfaction variables. The population of this research is that there are 282 customers (exporters) of PT. APL Logistics Semarang, using the Slovin formula can be seen that the number of samples is 74 customers (respondents). The results of this study when viewed from the Determination Coefficient (R square) test results can be explained that the Adjusted R square figure of 0.736 indicates that 73.6% of the customer satisfaction variables can be explained by variables of service quality, price perception and location. And the remaining 26.4% is explained by other variables. While from the t test it is known that the calculated t value> t table and a significant level <0.05 for all variables. So it can be concluded that the variable service quality, price perception and location partially have a significant positive effect on customer satisfaction. So that all hypotheses in this study are met and accepted.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | SKR.V.05.51.1702 NIM 16.05.71.0005 |
| Uncontrolled Keywords: | Kata kunci: ekspor-impor, kualitas layanan, persepsi harga, lokasi, kepuasan pelanggan, PT. APL Logistics Semarang |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Lisa Noviani Maghfiroh |
| Date Deposited: | 21 Oct 2020 05:04 |
| Last Modified: | 21 Oct 2020 05:04 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/7252 |
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