KUALITAS PELAYANAN DOKUMEN DAN KECEPATAN BONGKAR MUAT GENERAL CARGO

Authors

  • Brata Wuntara Umagapi Sekolah Tinggi Manajemen Transportasi Trisakti
  • Siska Amonalisa Sekolah Tinggi Manajemen Transportasi Trisakti
  • Lies Lesmini Sekolah Tinggi Manajemen Transportasi Trisakti

DOI:

https://doi.org/10.54324/j.mtl.v3i3.148

Keywords:

service quality, general cargo, service user, speed of loading and unloading

Abstract

The study’s objective is to analyze the relationship of the documents service quality (X1) and the speed of loading and unloading of general cargo (X2) with service user satisfaction (Y) in Tubagus Jaya PT Maritim, either individually or jointly. Research using quantitative methods, with a population of consumers Tubagus Jaya PT Maritim many as 67 people and the determination of a sample of 30 people. Data were analyzed by using multiple regression and multiple linear regression, simple correlation and partial correlation. Results: 1. There is a correlation between the quality of service of documents by the service user satisfaction is r of 0.794 means there is a very strong relationship and the direction (positive), and the regression hypothesis there is no significant relationship to thitung greater than t table (10.529> 1.669) or hypothesis H1 be accepted. 2.Hasil correlation between the speed of loading and unloading of general cargo with service user satisfaction obtained r of 0.651 means a strong relationship and the direction (positive), and the hypothesis of regression showed a significant relationship that is greater than ttable thitung (6.914> 1.669) or hypothesis H2 be accepted. 3. Results of correlation between the quality of service of documents and speed of loading and unloading of general cargo together with service user satisfaction obtained r of 0.814 means the relationship is very strong and direct (positive), and F count larger than F table (62.871> 3.140) or the research hypothesis H3 is received.

References

Amir MS, 2005. Ekspor Impor Teori & Penerapannya. PPM, Jakarta

Arikunto, Suharsimi, 2006. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta : Rineka Cipta

Asj’ari, Fachrudy. 2013. Pengaruh Motivasi dan Pelatihan kerja Terhadap Kinerja Karyawan CV.Obech Pesona Nusantara Pacet Mojokerto,Jurnal Manajemen, Unipa Surabaya.

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. 2001. Service Quality Can Often Make The Difference Between a Business's Success and Failure. But What Causes Problems, and What Can Business Do To Eliminate Them? The Answers Are Here. Journal of Marketing, 35-43.

Buchari Alma, 2011. Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Penerbit Alfabeta

Burhan, Bungin 2008. Metode Penelitian komunikasi, Ekonomi dan kebijakan publik serta ilmu-ilmu sosial lainnya. Edisi pertama. Jakarta: Kencana Prenada Media Group.

Fitzsimmons, A. James dan Mona J. Fitzsimmons, 2011. Service Management, 7th. ed. New York: McGraw-Hill (dalam Umar, Husein, 2014. Factors Affecting Customer’s Satisfaction on Low Cost Carrier Flight, Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), Vol. 01, No. 02, Juli 2014.

Gurning, Raja Oloan Saut dan Budiyanto, Eko Hariyadi. 2007. Manajemen Bisnis Pelabuhan. Surabaya: PT Andhika Prasetya Ekawahana.

Ilham, Insani Chairul, 2015. Keseimbangan Antara Pendapatan dan Biaya Operasional Kapal Penyeberangan Lintas Jangkar-Kalianget, Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), Volume 02 Nomor 01, Maret 2015, hlm. 26

Kosasih, Engkos dan Hananto Soewedo, 2007. Manajemen Keuangan dan Akuntansi Perusahaan Pelayaran: Suatu Pendekatan Praktis dalam Bidang Usaha Pelayaran, Edisi 1, Jakarta: Raja Grafindo Persada.

Kotler, Philip & Kevin Lane Keller, 2009, Manajemen Pemasaran, Edisi 13 Jilid 1. Jakarta:PT. Index.

Mudana, I Ketut, 2015. Improvement of Ferry Crossing Safety Control Palembang-Muntok, Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), Volume 01 Nomor 03, November 2014, hlm. 25.

Purnama, Nursya’bani, 2006. Manajemen Kualitas: Perspektif Global. Yogyakarta: Ekonisia.

Sugiyono, 2012. Metode Penelitian Kuantitatif, Kualitatif dan R&D, cetakan ke 8, Bandung: Penerbit Alfabeta.

______, 007. Statistika untuk penelitian. Bandung: CV Alfabeta.

Tjiptono, Fandi, 2008. Service Management. Penerbit Andi, Jogjakarta

Downloads

Published

2016-11-07

Issue

Vol. 3 No. 3 (2016): NOVEMBER

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).