Academy of Entrepreneurship Journal (Print ISSN: 1087-9595; Online ISSN: 1528-2686)


The Relationship between Service Quality, Timeliness of Arrival, Departure Flip Ship Logistics and People and Customer Satisfaction: A Case in Indonesia

Author(s): Prima Widiyanto, Endri Endri, Reza Fauzi Jaya Sakti, Edhie Budi Setiawan, Mauludi Manfaluthy, Lilik Suryaningsih, Prasadja Ricardianto, Karnawi Kamara and Nandan Limakrisna

The purpose of the study was to analyze the effect of service quality, timeliness of arrival, departure flip ship logistics and people on the satisfaction of logistics passengers and ferry people at the Tanjung Priok Ferry Port. This study used a sample of 64 out of 100 ferry users and the Tanjung Priok Port community with a random mix sampling method. The test used to test the research instrument in the form of validity and reliability, while to analyze the data used multiple regression analysis; classical assumption test consisting of normality test, heteroscedasticity test and multicollinearity test; and hypothesis testing, namely t test and F test. The results of the study using multiple regression analysis indicate that the service quality variable and time zone have a positive effect on customer satisfaction on ships passing through Tanjung Priok Port. Based on the results of the study that increasing the punctuality of anchoring and departing is a variable desired by users and passengers, but does not ignore other variables because these variables also have a positive effect on crossing logistics service users and the community. The results showed that the service quality variable had an effect of 10.00%, and timeliness had an effect of 9.90%.

Get the App