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Abstract:
The
purpose of this study was to prove and analyze the effect of simultaneously and
partially the quality of service with the dimensions of reliability,
responsiveness, assurance, empathy and tangibles on customer satisfaction at
PT. Pelindo Marine Service.Explanation
research type with a quantitative approach, data collection by providing a list
of questions to selected respondents. This research was conducted at PT. PMS
with a research population of 110 customers. Based on Slovin's formula, the
number of samples was 86 people. Sampling using a sampling technique method.
Data analysis used multiple linear regression, in order to analyze the effect
of the independent variable service quality on the dependent variable of
customer satisfaction. Hypothesis testing using F test and t test. The
results of this study, simultaneously and partially the quality of service with
the dimensions of reliability, responsiveness, assurance, empathy and tangibles
affect customer satisfaction at PT. Pelindo Marine Service. The reliability
variable is the most dominant factor influencing customer satisfaction. The
magnitude of the contribution value given by the service quality variable with
the dimensions of tangibles, reliability, responsiveness, assurance and empathy
for customer satisfaction is 66.3%, while the remaining 33.7% is influenced by
other factors.
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