ANALISIS DIMENSI KUALITAS PELAYANAN DAN KEPUASAN PENUMPANG KAPAL LAUT (Studi Kasus Pada Terminal Penumpang Nusantara Pura PT. Pelabuhan Indonesia II (Persero) Cabang Tanjung Priok)

Leonardo, Fredrico and Hariyanto, Jusuf (2020) ANALISIS DIMENSI KUALITAS PELAYANAN DAN KEPUASAN PENUMPANG KAPAL LAUT (Studi Kasus Pada Terminal Penumpang Nusantara Pura PT. Pelabuhan Indonesia II (Persero) Cabang Tanjung Priok). ANALISIS DIMENSI KUALITAS PELAYANAN DAN KEPUASAN PENUMPANG KAPAL LAUT (Studi Kasus Pada Terminal Penumpang Nusantara Pura PT. Pelabuhan Indonesia II (Persero) Cabang Tanjung Priok). (Unpublished)

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Abstract

The objective of this study is to indentify the effect of service quality dimensions on passenger satisfaction at Nusantara Pura Passenger Terminal PT. Pelabuhan Indonesia II (Persero) Tanjung Priok Branch. Passenger satisfaction is the dependent variable, while tangible, reliability, responsiveness, assurance, and empathy are independent variables. This research uses a quantitative approach that is analyzed using Partial Least Square (PLS) with SmartPLS 3.0 software. The population of this study is all ship passengers using the services of the Passenger Terminal in 2018. The sample is determined based on the purposive sampling method, with consideration that the respondent has used at least 1 (one) time using Tanjung Priok Passenger Terminal Services. The number of samples given the questionnaire to be observed was 100 respondents. Hypothesis testing using the T Test. The results of the study prove that tangibility and empathy have no effect on passenger satisfaction, while reliability, responsiveness, and assurance have a effect on passenger satisfaction.

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