Open AccessMANAJEMEN KUALITAS PELAYANAN TRANSPORTASI LAUT DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA JASA BONGKAR MUAT
Author(s) -
Retno Mulatsih,
Edi Wahyudi,
Andar Sri Sumantri
Publication year - 2018
Publication title -
jurnal organisasi dan manajemen
Language(s) - English
Resource type - Journals
eISSN - 2442-9155
pISSN - 2085-9686
DOI - 10.33830/jom.v14i2.160.2018
Subject(s) - business administration , business , customer satisfaction , marketing
This research is intended to explore the factors that influence customer satisfaction from loading and unloading services at PT. Pelindo III (Persero) Tanjung Emas Branch Semarang, Indonesia. This study has analyzed the factors of speed of stevedoring services, loading/unloading facilities/equipment, and empathy and its effect on customer satisfaction The respondents of this study were 80 customer companies consisting of Shipping Company, Shipload Expedition (EMKL)/PPJK, Freight Forwarding, and Loading and Unloading Company (PBM) operating in the Central Java and surrounding areas. The findings of the study with multiple linear regression analysis and hypothesis test, showed that there was a positive and significant influence on the variable loading and unloading service on customer satisfaction, loading/unloading facilities/equipment factors of satisfaction customers, as well as employee care (emphaty) on customer satisfaction.
Penelitian ini dimaksudkan untuk menggali faktor-faktor yang mempengaruhi kepuasan pelanggan jasa bongkar muat pada PT. Pelindo III (Persero) Cabang Tanjung Emas Semarang, Indonesia. Penelitian ini menganalisis faktor kecepatan pelayanan bongkar muat, fasilitas/peralatan bongkar muat, dan empati serta pengaruhnya terhadap kepuasan pelanggan. Responden penelitian ini sebanyak 80 perusahaan pelanggan yang terdiri dari Perusahaan Pelayaran (Shipping Company), Ekspedisi Muatan Kapal Laut (EMKL)/PPJK, Freight Forwarding. Teknik sampling yang digunakan yaitu teknik random sampling, dalam melakukan analisis data dengan regresi linier berganda. Temuan penelitian dengan analisis regresi linear berganda dengan uji hipotesis menunjukkan bahwa terdapat pengaruh positif dan signifikan antara variabel kecepatan pelayanan bongkar muat terhadap kepuasan pelanggan, faktor fasilitas/peralatan bongkar muat terhadap kepuasan pelanggan, serta kepedulian petugas (emphaty) terhadap kepuasan pelanggan.