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All Journal JUDICIOUS: Journal of Management
Setiawan, Prisca Titan
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Penumpang Kapal Laut pada Terminal Penumpang Gapura Surya Nusantara PT. Pelabuhan Indonesia (Persero) Regional 3 Tanjung Perak Setiawan, Prisca Titan; Rumambi, Freddy Johanis
JUDICIOUS Vol 4 No 2 (2023): Judicious
Publisher : Neolectura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37010/jdc.v4i2.1510

Abstract

This study was conducted to determine the effect of the dimensions of service quality provided by the Nusantara Pura Passenger Terminal belonging to PT Pelabuhan Indonesia (Persero) Regional 3 Tanjung Perak on passenger satisfaction and passenger confidence using passenger terminal services. Passenger satisfaction the dependent variables, and tangible, reliability, responsiveness, assurance, and empathy are independent variables. This research is a quantitative study whose analysis process uses Partial Least Square (PLS) with SmartPLS version 4.0 The population of this study is all ship passengers using the Passenger Terminal services in 2022. The number of samples who filled out questionnaires for observation were 100 peoples. respondents. The results showed that reliability, responsiveness and empathy had a positive and significant effect on passenger satisfaction in the Gapura Surya Nusantra Passenger Terminal of PT Pelabuhan Indonesia (Persero) Regional 3 Tanjung Perak.
Co-Authors Freddy Johanis Rumambi