Pengaruh Kualitas Layanan Transportasi Laut terhadap Kepuasan Pelanggan pada Jasa Bongkar Muat PT. Pelindo IV Cab. Makassar
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Mar 10, 2023
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Abstract
The purpose of this study is to determine the factors that influence customer satisfaction with the loading and unloading services of PT. Pelindo Cab. Makassar. This study analyzes how the quality of service consisting of security, \timeliness, facilities/ infrastructure, and its effect on customer satisfaction. This survey was responded to by 55 customer companies, consisting of shipping companies (shipping companies), ship cargo expeditions (EMKL/PPJK), and other shipping companies. The sampling technique used is random sampling, data is analyzed using simple linear regression. The results showed that there was a positive and significant influence between service quality variables on customer satisfaction.
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Irman, I. (2023). Pengaruh Kualitas Layanan Transportasi Laut terhadap Kepuasan Pelanggan pada Jasa Bongkar Muat PT. Pelindo IV Cab. Makassar. Journal on Education, 5(4), 11983-11989. https://doi.org/10.31004/joe.v5i4.2158
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References
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Suyono. (2005). Shipping Pengangkutan Intermodal Expor Impor. Shipping Pengangkutan Internasional Ekspor Impor. Jakarta: PPM Ikapi.
Anggraini, Wahyu Setia, Andi Tri Haryono, & Leonardo Budi Hasiolan. (2016). Influence of Customer Relationship Marketing, Service Quality and Corporate Image of The Customer Retention Graha Candi Golf Semarang (With Satisfaction as an Intervening Variable). Journal of Management, 2 (2).
Aryani, Dwi, & Febrina Rosinta. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Bisnis & Birokrasi. Jurnal Ilmu Administrasi Dan Organisasi 17 (2): 114–26.
Giovanis, Apostolos N., Dimitris Zondiros, & Petros Tomaras. (2014). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia-Social and Behavioral Sciences 148. Elsevier B.V.: 236–44. doi:10.1016/j.sbspro.2014.07.039.
Hadiyati, Ernani. (2014). Service Quality and Performance of Public Sector: Study on Immigration Office in Indonesia. International Journal of Marketing Studies, 6 (6): 104–18. doi:10.5539/ijms.v6n6p104.
Handajani, Mudjiastuti, & Yoeli Janto. (2015). Tingkat Kepuasan Konsumen terhadap PelayananBongkar- Muat Barang pada Terminal Peti Kemas Semarang. Jurnal Transportasi, 15 (1): 21– 30.
Husna, Siti, & Ainu Syukri. (2014). Penerapan Customer Satisfaction Index (CSI) dan Analisis Gap pada Kualitas Pelayanan Trans Jogja. Jurnal Ilmiah Teknik Industri, 13 (2): 103–11. journals.ums.ac.id/index.php/jiti/article/view/618.
Imam Ghozali. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Luky Susilowati. (2009). Membangun Daya Tarik Jasa Dan Reputasi Merek Melalui Kualitas Layanan Dan Aliansi Pasar Pada Perusahaan EMKL. Jurnal Riset Ekonomi Dan Bisnis, 9 (1): 1–9.
Mulatsih, R., Andriyansah, & H. Soesanto. (2017). Corporate Image of Bus Rapid Transit Antecedent Customer Repurchase Intention. International Journal of Applied Engineering Research, 12 (18). Jurnal Organisasi dan Manajemen, Volume 14, Nomor 2, September 2018, 151-160
Nazwirman, N. (2018). Pengaruh Kinerja Kualitas Layanan yang Dirasakan dan Nilai Pelanggan terhadap Pembelian Ulang (Studi Pada Busway Transjakarta). Jurnal Organisasi Dan Manajemen, 14(1), 52-66. doi:10.20885/vol14ino1pp52-66.
Sugiono. (2010). Metode Penelitian Kuantitatif, Kualitatif Dan R & D. Bandung: Alfabeta.
Sulistyowati, & Retno Mulatsih. (2016). Studi Kepuasan Penumpang Kereta Api Kamandaka Jurusan Semarang-Purwokerto. Jurnal Dinamika Ekonomi & Bisnis, 13 (2): 119–30.
Suyono. (2005). Shipping Pengangkutan Intermodal Expor Impor. Shipping Pengangkutan Internasional Ekspor Impor. Jakarta: PPM Ikapi.