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All Journal Meteor STIP Marunda Dinasti International Journal of Digital Business Management
Ahadianto, Muhammad Sayakfika
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Languange, Linguistic, Communication & Media Transportation

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The Influence of Service Quality and Determination Price of Implications of Satisfaction on Customer Loyalty of PT. Tama Anugerah Mandiri Marcelino, Reza; Ahadianto, Muhammad Sayakfika; Malau, April Gunawan; Fahcruddin, Imam
Dinasti International Journal of Digital Business Management Vol. 6 No. 5 (2025): Dinasti International Journal of Digital Business Management (August - Septembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i5.5519

Abstract

This study aims to analyze the influence of service quality and pricing on customer satisfaction and its implications on customer loyalty at PT. Tama Anugerah Mandiri, a company operating in the ship agency sector. The main problem identified is the low level of customer satisfaction due to variations in service quality and perceptions regarding ship agency service pricing. This research employs a quantitative approach with an explanatory research design. The population consists of 90 customers, and the entire population was used as the sample through a saturated sampling technique. Data were collected using questionnaires measuring customers' perceptions of service quality, pricing, satisfaction, and loyalty. Data analysis was conducted using Structural Equation Modeling (SEM) to examine the relationships among variables simultaneously. The results indicate that service quality has a positive and significant effect on customer satisfaction, and competitive pricing also enhances satisfaction. Customer satisfaction acts as an intervening variable that strengthens the influence of service quality and pricing on customer loyalty. These findings emphasize the importance of appropriate service and pricing strategies to maintain customer satisfaction and loyalty in the ship agency industry
The Impact of Voyage Quality and Customer Experience Management on Customer Satisfaction: A Case Study of Pelindo III Tanjung Emas Port, Semarang Sagitha Setya, Ulung Tri; Adeyanto, Brahma; Prabowo, Bosin; Multazam, Akhmad Gifari; Kakisina, Girnis; Ahadianto, Muhammad Sayakfika
Meteor STIP Marunda Vol 17 No 2 (2024): December
Publisher : Pusat Penelitian dan Pengabdian kepada Masyarakat (P3M) STIP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36101/msm.v17i2.302

Abstract

Ports are integral to global trade and economic development, serving as essential hubs for maritime transport and logistics. This study explores the impact of voyage quality and customer experience management on customer satisfaction at Pelindo III Tanjung Emas Port, Semarang. Employing a structured analytical approach, the research examines critical factors such as service quality, administrative efficiency, technological support, and customer communication. Data from port users reveal significant challenges, including delays, fluctuating container traffic, and gaps in proactive communication, which adversely affect satisfaction levels. The findings demonstrate that voyage quality and customer experience management significantly influence customer satisfaction, both independently and in combination. By addressing administrative delays, enhancing technology-driven solutions, and fostering clear communication, the port can improve operational efficiency and user satisfaction. These insights underscore the importance of integrating service quality with customer-centric strategies to drive competitiveness and sustainability in the maritime industry.
Co-Authors Adeyanto, Brahma April Gunawan Malau Imam Fahcruddin Kakisina, Girnis Marcelino, Reza Multazam, Akhmad Gifari Prabowo, Bosin Sagitha Setya, Ulung Tri