THE EFFECT OF PORT SERVICE QUALITY ON LOADING AND UNLOADING CUSTOMER SATISFACTION AT PT TERMINAL TELUK LAMONG

Haris Haris, Eduward Eduward, Yudhistira Surya Adhi Nugraha

Abstract


This study discusses the quality of services provided by PT. Teluk Lamong Terminal. The purpose of this study is to test and analyze customer satisfaction at PT Terminal Teluk Lamong. This study uses quantitative research methods by using purposive sampling as a sample determinant because the company only has 25 companies as service users and researchers get data directly from PT. Teluk Lamong Terminal. The analytical test tool used by researchers is Smart PLS 3 with SEM (Structural Equation Modeling) analysis method. The conclusion of the study is that it provides an understanding of how companies can retain and attract new customers through quality services, creating added value for their business. Limitations in this study may not provide a very detailed insight into the practical steps or actions taken by PT Terminal Teluk Lamong to improve   service quality and improve customer satisfaction levels. Identifying its concrete solutions may require further research or more in-depth analysis.

Keywords


service quality; customer satisfaction; structural equation modeling analysis; quantitative method

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DOI: https://doi.org/10.25292/atlr.v6i0.612

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