ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT PELABUHAN INDONESIA III (PERSERO) CABANG BANJARMASIN

##plugins.themes.academic_pro.article.sidebar##

Published Jul 22, 2017
https://doi.org/10.20527/jwm.v5i2.106
Download
PDF
Statistic

Downloads

Download data is not yet available.
Vol. 5 No. 2 (2017)

##plugins.themes.academic_pro.article.main##

Achmad Zakaria
Program Magister Manajemen Universitas Lambung Mangkurat
Muhammad Riza Firdaus
Fakultas Ekonomi Dan Bisnis Universitas Lambung Mangkurat

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%.

##plugins.themes.academic_pro.article.details##

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

References

  1. Aini, Sarifa, Fanani Dahlan & Latief, Wasis A. 2013. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi pada tamu Hotel Ollino Garden Malang). Jurnal Administrasi Bisnis Vol. 4, No. 2. Hal:1-8
  2. Aprilya, Viona. 2013. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan J.CO Cabang Padang. Jurnal Manajemen Vol. 2, No. 01. Hal:1-9
  3. Basith, Abdul, Kumadji, Srikandi & Hidayat, Kadarisma. 2014. Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Survei pada Pelanggan De’Pns Pancake and Waffle di Kota Malang). Jurnal Administrasi Bisnis Vol. 11, No. 1. Hal:1-8
  4. Febriani, Valentina Anissa & Sugiono. 2012. Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Pada Pasien Poliklinik Rawat Jalan Rumah Sakit Dr. Cipto Mangunkusumo ). Jurnal Management Vol. 1, No. 1. Hal:1-14
  5. Kaihatu, Thomas Stefanus. 2008. Analisa Kesenjangan Kualitas Pelayanan dan Kepuasan Konsumen Pengunjung Plaza Tunjangan Surabaya. Jurnal Manajemen dan Kewirausahaan Vol. 10, No. 1. Hal:66-83
  6. Koeswara, Sonny, Almahdy, Indra & Susanto, Heri. 2009. Analisis Kepuasan Pelanggan Jasa Pemeliharaan Air Conditioning. Jurnal PASTI Vol. 2, No. 4. Hal:23-28
  7. Putra, Mega Prasada. 2013. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Dalam Menggunakan Jasa Transportasi Kereta Api Madiun Jaya (Studi Pada PT. Kereta Api Indonesia Daerah Operasi VII Madiun). Jurnal Ilmiah Mahasiswa Vol. 2, No. 1. Hal:1-14
  8. Rismiati, E Catur & Suratno, Ig Bondan. 2001. Pemasaran Barang dan Jasa. Yogyakarta; Kanisius (Anggota IKAPI)
  9. Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality & Satisfaction. Edisi 3. Yogyakarta: Andi
  10. Tjiptono, Fandy. 2007. Pemasaran Jasa. Malang: Bayumedia Publishing
  11. Tjoanoto, Michael Tanu & Kunto, Yohanes Sondang. 2013. Pengaruh Service Quality Terhadap Customer Satisfaction di Restoran Jade Imperal. Jurnal Manajemen Pemasaran Petra Vol. 1, No. 1. Hal:1-9
  12. Yudhistira, Arnoldus Yansen Friska Danar, Wibowo, Januar & Sulistiowati. 2012. Rancangan Bangun Sistem Informasi Pengukuran Tingkat Kepuasan Pelanggan Berdasarkan Kualitas Pelayanan E-Goverment Menggunakan Metode Regresi. Jurnal Sistem Informasi dan Komputerisasi Akuntansi Vol. 1, No. 1. Hal:1-16