Analysis Of Service Quality Dimensions On Customer Satisfaction At New Makassar Container Terminal
DOI:
https://doi.org/10.37476/presed.v2i1.65Keywords:
Interaction, Physical Environment, Results, Service Quality, Customer SatisfactionAbstract
This study aims to determine and analyze the influence of service quality dimensions, including Interaction Quality, Physical Environment Quality, and Outcome Quality, on Customer Satisfaction. The type of research used in this research is quantitative with a survey approach. This research was conducted at the New Makassar Container Terminal with a research time of 2 months. The population used in this study is all customers who actively use the services of the New Makassar Container Terminal. The sampling technique used in this study uses a saturated sample. So based on the sample payment technique used, the number of respondents in this study was 30 samples. The data type used in this study is quantitative, while the data source uses primary data. The analytical method used is Multiple Linear Regression Analysis.
The results of this study prove that partially or simultaneously, the variables Quality of Interaction, Quality of the Physical Environment, and Quality of Results have a positive and significant effect on Customer Satisfaction at the New Makassar Container Terminal. This study produces a coefficient of determination of R2 or R Square of 0.534. This result means that the variables Quality of Interaction, Quality of Physical Environment, and Quality of Results have a relationship with Customer Satisfaction at the New Makassar Container Terminal by 53.4%, and other causes outside the model explain the remaining 46.6%
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