ANALYSIS OF THE IMPACT OF INFORMATION TECHNOLOGY AND CONTAINER SERVICE QUALITY ON CUSTOMER SATISFACTION AT PT XYZ

Suci Kartika, Agnes Anatasya Wonte, Roswan Kasim, Yolla Ayutia

Abstract


This study aims to examine the impact of information technology and container service quality on customer satisfaction at PT XYZ. Quantitative research is used in the study. On July 21, 2024, the study which was carried out via a Google Form survey was published. A sample of 97 responders was selected to represent the study's subject, a user of PT XYZ's container delivery service. The sample was selected using a non-probability sampling method with purposive sampling. The variable "information technology" has observable, easily interpreted, adaptable, and controlled indicators. Indicators of service quality include things like tangible evidence, dependability, promptness, security, and compassion. Indicators of customer satisfaction include loyalty, popularity, excellent attitude, and high-quality service. This research was carried out in different places to get respondents. Structural Equation Model (SEM) is used to analyze the data. Based on the results of data analysis, information technology and container service quality has a positive and significant effect on customer satisfaction. This is of course a consideration for every business actor (PT XYZ in particular) to make more use of information technology and improve service quality in order to increase competitiveness.

Keywords


Information Technology; Container Service Quality; Customer Satisfaction; Marine Logistics

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DOI: https://doi.org/10.25292/atlr.v7i0.690

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