CD Skripsi

Analisis Strategi Kualitas Pelayanan Pelabuhan Penyeberangan Ro-Ro Sungai Pakning

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ABSTRACT
The aim of this study was to find out the Satisfaction Index and the level of conformity between expected level and performance level at Sungai Pakning Ferry Port. The population were used data for 2018 at Sungai Pakning Ferry Port, totaling 851,417. Technique for determining number of samples in this study were used the Isaac and Michael formula and the sampling technique is probability sampling using proportionate stratified random sampling so as to obtain a sample of 270. To analyze the data was used Satisfaction Survey method and Importance-performance Analysis method with SPSS versions 22 and Microsoft Excel 2010.
The results showed that: 1) the level of Satisfaction in services at the Sungai Pakning Ferry Port based on the Satisfaction Index has an index value of 73.37 with poor service performance (category C). 2) The level of conformity between expected level of service attributes with the level of performance provided from public services at Sungai Pakning Ferry Port has a conformity level on all dimensions of 80.72% which means the level of service user satisfaction is in the appropriate category / Satisfied.

Keywords: Satisfaction Index, Importance-performance Analysis, Quality of public services

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 119 (0237)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2019

Deskripsi Fisik

ix, 78 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 119 (0237)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

Versi lain/terkait

Lampiran Berkas

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