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Achmad Zakaria
Program Magister Manajemen Universitas Lambung Mangkurat
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT PELABUHAN INDONESIA III (PERSERO) CABANG BANJARMASIN Achmad Zakaria; Muhammad Riza Firdaus
JWM (JURNAL WAWASAN MANAJEMEN) Vol. 5 No. 2 (2017)
Publisher : Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (106.393 KB) | DOI: 10.20527/jwm.v5i2.106

Abstract

The purpose of this study was to analyze the quality of service through the variable tangible, responsiveness, reliability, assurance, and empathy, to customer satisfaction PT. Pelabuhan Indonesia III (Persero) Branch of Banjarmasin. This study is a qualitative study using data from questionnaires completed by a sample of 150 samples of the total number of service users PT. Pelabuhan Indonesia III (Persero) Branch of Banjarmasin period from January to June 2015. The sampling technique used purposive sampling technique, with testing through Test f, t Test and Test Coefficient of Determination (R2). The results showed that partially and simultaneously, the five dimensions of service quality that is tested through variable tangible, responsiveness, reliability, assurance, and empathy, influence on customer satisfaction PT. Pelabuhan Indonesia III (Persero) Branch of Banjarmasin with level of significant 5%.
Co-Authors Muhammad Riza Firdaus