SITINJAK, KRISTIAN HERMAWAN (2019) PENGARUH KUALITAS LAYANAN PETUGAS DINAS PERHUBUNGAN DAN KINERJA OPERASI PENERTIBAN DI JALAN RAYA TERHADAP KEPUASAN MASYARAKAT DALAM BERLALU LINTAS DI JAKARTA BARAT. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study aims to determine the effect of service quality of the Department of Transportation officers and the control operation performance on the Highway on community satisfaction in traffic in West Jakarta. This research is associative causal. Samples were taken from 8 sub-districts with a total of 400 respondents by means of strata. Data analysis techniques using multiple linear regression analysis. The results of the study showed that there was an influence on the service quality of the Department of Transportation officers and the performance of the control operation on the Highway towards community satisfaction. Keywords: Service Quality, Operational Performance, Community Satisfaction Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan petugas Dinas Perhubungan dan kinerja operasi penertiban di Jalan Raya terhadap kepuasan masyarakat dalam berlalu lintas di Jakarta Barat. Penelitian ini bersifat asosiatif kausal. Sampel diambil dari 8 kecamatan dengan jumlah keseluruhan sebanyak 400 responden dengan cara strata. Teknik analisis data dengan menggunakan analisis regresi linier berganda. Hasil penelitian menunjukkan terdapat pengaruh kualitas layanan petugas Dinas Perhubungan dan kinerja operasi penertiban di Jalan Raya terhadap kepuasan masyarakat. Kata Kunci: Kualitas Layanan, Kinerja Operasi, Kepuasan Masyarakat
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-19-015 |
| Call Number: | T-51-MPS-19-010 |
| NIM/NIDN Creators: | 55115110112 |
| Uncontrolled Keywords: | service quality, operational performance, community satisfaction, kualitas layanan, kinerja operasi, kepuasan masyarakat Manajemen Pemasaran (MPS) |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | MELATI CAHYA FITRIANI |
| Date Deposited: | 15 Feb 2022 06:33 |
| Last Modified: | 18 Jun 2022 05:50 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56101 |
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