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All Journal Jurnal Projemen UNIPA
Richardus Muga
Politeknik Cristo Re
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS KESENJANGAN KUALITAS PELAYANAN JASA KEAGENAN KAPAL DALAM MENENTUKAN TINGKAT KEPUASAAN PELAYANAN DI PT MAUMERE BAHARI EXPRESS Jian Richard Mylano; Imanuel Wellem; Nunsio Handrian Meylano; Richardus Muga
Projemen UNIPA Vol 13 No 1 (2026): Januari: Jurnal Projemen UNIPA
Publisher : Universitas Nusa Nipa Maumere

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59603/projemen.v13i1.1310

Abstract

This final report aimed to analyze the service quality gap in ship agency services in determining customer satisfaction levels at PT Maumere Bahari Express. The study was conducted as part of the Merdeka Belajar Kampus Merdeka (MBKM) internship program using a qualitative descriptive approach. Data were collected through interviews with management, employees, and service users (ship crew), direct observation of service processes, and company document review. The analysis was carried out based on the service quality gap model, which includes gaps between customer expectations and management perceptions, management perceptions and service quality specifications, service specifications and service delivery, service delivery and external communication, as well as the gap between expected service and service received by customers.. The results showed that several service gaps still existed in the services, particularly related to administrative speed, clarity of information, service operational standards, as well internal coordination and communication. These gaps affected the level of customer satisfaction, which had not yet been optimal. Therefore, PT Maumere Bahari Express needed to make improvements through strengthening management commitment to service quality, refining standard operating procedures, and enhancini internal and external communication systems in order to improve customer satisfaction sustainably..
Pengaruh Promosi Dan Harga Terhadap Keputusan Pembelian Kartu SIM IM3 Pada Masyarakat Kota Maumere Rizqi Brian Hilmiyadin; Andreas Rengga; Dimas Realino; Richardus Muga
Projemen UNIPA Vol 13 No 1 (2026): Januari: Jurnal Projemen UNIPA
Publisher : Universitas Nusa Nipa Maumere

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59603/projemen.v13i1.1320

Abstract

This study aims to analyze the effect of promotion and price on the purchase decision of IM3 SIM cards among the people of Maumere City. The study uses a quantitative method with a causal associative approach. Data was obtained through the distribution of questionnaires to respondents who use IM3 SIM cards, with a Likert scale instrument. Data analysis was carried out using multiple linear regression. The results of the study indicate that partially, promotion has a significant effect on purchase decisions, as does price, which is also proven to have a significant effect. Simultaneously, promotion and price have a significant effect on purchase decisions, with a coefficient of determination (R²) of 0.986. This means that 98.6% of the variation in purchase decisions is influenced by promotion and price, while the remaining 1.4% is influenced by other factors outside this study. These findings indicate that appropriate promotional strategies and proper pricing play an important role in enhancing consumer purchase decisions. The research results are expected to provide input for companies, particularly telecommunications service providers, to develop more effective marketing strategies.
Co-Authors Andreas Rengga Dimas Realino Imanuel Wellem Jian Richard Mylano Nunsio Handrian Meylano Rizqi Brian Hilmiyadin