Pengaruh Kompetensi, Tarif Pelabuhan dan Kualitas Pelayanan Terhadap Loyalitas Melalui Kepuasan Pelanggan sebagai Variabel Intervening pada PT. Covanova Trans Services Batam

Wirawan, Donny
Ngaliman, Ngaliman
Yasa, I Wayan Catra

Jurnal Ilmiah Universitas Batanghari Jambi
Vol 24, No 2 (2024): Juli

This research was conducted at PT. Coranova Trans Service Batam aims to 1) find out how competency, port rates and service quality influence customer satisfaction; 2) find out how port tariff competency and service quality influence loyalty through customer satisfaction; 3) find out how competence indirectly influences loyalty through customer satisfaction; 4) find out how port tariffs indirectly influence loyalty through customer satisfaction; 5) find out how service quality indirectly influences loyalty through customer satisfaction. The research method used is quantitative with descriptive research using a questionnaire instrument in the form of a Likert scale. The results of this research found that partially competency, port rates, and service quality have a significant and positive influence on customer satisfaction. Partially, competency, port rates and service quality have a significant and positive influence on customer loyalty. Competence, port rates and service quality have a significant and positive influence on customer loyalty through customer satisfaction at PT. Covanova Trans Services Batam