Open AccessService Quality And Service User Satisfaction At PT. Pelabuhan Indonesia IV, Makassar Container Terminal Branch
Author(s) -
Rostini Rostini,
nursyam nursyam,
Nurfadhillah insan maulida
Publication year - 2021
Publication title -
economy deposit journal
Language(s) - English
Resource type - Journals
ISSN - 2685-0915
DOI - 10.36090/e-dj.v3i1.996
Subject(s) - terminal (telecommunication) , container (type theory) , service quality , business , population , service (business) , port (circuit theory) , reliability (semiconductor) , customer satisfaction , operations management , engineering , telecommunications , marketing , electrical engineering , medicine , physics , mechanical engineering , power (physics) , environmental health , quantum mechanics
PT. Pelabuhan Indonesia IV (Persero) is a state-owned company (BUMN) engaged in port services that provides port facilities and infrastructure in order to support the smooth flow of ships, passenger transportation, and delivery of goods. This study aims to determine the effect of Service Quality on Service User Satisfaction at PT. Pelabuhan Indonesia IV, Makassar Container Terminal Branch. The population in the study at PT. Pelabuhan Indonesia IV (Persero) Makassar Container Terminal Branch 220 Espedisi, namely from the many expeditions that use the services of PT Pelabuhan Indonesia IV (Persero) Makassar Container Terminal Branch. The number of samples is 69 from the existing population. Determination of the number of samples in this study using the Sloving formula. Multiple Linear Regression Analysis Method with a quantitative approach. The results showed that reliability, responsiveness, assurance, empathy, tangible, simultaneously affect service user satisfaction. Meanwhile, through partial, reliability, responsiveness, assurance, empathy, tangible all have a positive effect, but only responsiveness and empathy have a significant effect.