THE INFLUENCE OF PASSENGER TERMINAL ATMOSPHERE AND SERVICE QUALITY ON PASSENGER SATISFACTION IN TERMINAL NUSANTARA PT. PELABUHAN INDONESIA II (PERSERO) TANJUNG PRIOK

Ruslina Sekar Melati Husnah, Nadya Nafisyach, Muhammad Iqbal Firdaus Iqbal Firdaus, Nunuh Nunuh

Abstract


The purpose of this study is to find out and test the atmospheric influence of the passenger terminal on the quality of service, the influence of the passenger terminal atmosphere and the quality of service to passenger satisfaction, as well as to know the role of service quality as mediation between the atmosphere of the passenger terminal to passenger satisfaction.  The approach used is a quantitative approach with survey method. Data was analyzed using path analysis. The results of the discussion showed that the atmosphere of the passenger terminal directly affects the quality of service in Terminal Nusantara Tanjung Priok Port. Then, the atmosphere of the passenger terminal and the quality of service has a direct and significant influence on passenger satisfaction, and the quality of service has an indirect role as a mediation between the atmosphere of the passenger terminal to passenger satisfaction in terminal Nusantara Tanjung Priok Port during the COVID-19 pandemic era.

Keywords


Passenger Terminal Atmosphere, Service Quality, Passenger Satisfaction

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DOI: https://doi.org/10.25292/atlr.v4i0.422

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Advances in Transportation and Logistics Research

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Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

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