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All Journal Proceeding National Conference Business, Management, and Accounting (NCBMA)
Fredrico L. Rumambi
Institut Bisnis & Multimedia asmi, Jakarta
Economics, Econometrics & Finance Social Sciences

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ANALISIS PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PENUMPANG KAPAL LAUT SERTA DAMPAKNYA TERHADAP KEPERCAYAAN PENUMPANG PADA MASA PANDEMI COVID-19 (Studi Kasus Pada Terminal Penumpang Nusantara Pura PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok) Fredrico L. Rumambi; Jerry M. Logahan; Alfred Inkiriwang
Proceeding National Conference Business, Management, and Accounting (NCBMA) 5th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This study was conducted to determine the effect of the dimensions of service quality provided by the Nusantara Pura Passenger Terminal belonging to PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok on passenger satisfaction and passenger confidence using passenger terminal services. Passenger satisfaction and trust are the dependent variables, and tangible, reliability, responsiveness, assurance, and empathy are independent variables. This research is a quantitative study whose analysis process uses Partial Least Square (PLS) with SmartPLS version 3. The population of this study is all ship passengers using the Passenger Terminal services in 2020. The number of samples who filled out questionnaires for observation were 100 people. respondents. The results showed that reliability, responsiveness, assurance, and empathy had a positive and significant effect on passenger satisfaction. As well as responsiveness, assurance, and passenger satisfaction have a positive and significant impact on passenger confidence in the Nusantra Pura Passenger Terminal of PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok.BAHASA INDONESIA ABSTRACTPenelitian ini dilakukan untuk mengetahui pengaruh dimensi kualitas pelayanan yang diberikan oleh Terminal Penumpang Nusantara Pura milik PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok terhadap kepuasan penumpang serta kepercayaan penumpang yang menggunakan jasa terminal penumpang. Kepuasan dan kepercayaan penumpang merupakan variabel dependen, dan tangible, reliability, responsiveness, assurance, dan empathy merupakan variabel independen. Penelitian ini merupakan penelitian kuantitatif yang proses analisisinya menggunakan Partial Least Square (PLS) dengan software SmartPLS versi 3. Populasi dari penelitian ini adalah seluruh penumpang kapal laut yang menggunakan jasa Terminal Penumpang pada tahun 2020. Jumlah sampel yang mengisi kuesioner untuk dilakukan observasi sebanyak 100 orang responden. Hasil penelitian menunjukan bahwa reliability, responsiveness, assurance, dan empathy berpengaruh secara positif dan signifikan terhadap kepuasan penumpang. Serta responsiveness, assurance, dan kepuasan penumpang berpengaruh secara positif dan signifikan terhadap kepercayaan penumpang pada Terminal Penumpang Nusantra Pura PT Pelabuhan Indonesia (Persero) Regional 2 Tanjung Priok.
Co-Authors Alfred Inkiriwang Jerry M. Logahan