Analysis Of The Level Of Satisfaction And Quality Of Excellent Service Clearance In Out At Pt. Adira Shipping Management

Author:

Hanik Kumila,Yulianto Andri,Ningrum Riza Setyo,Maharani Atria

Abstract

Excellent service is an attempt to serve the needs of others by providing the best service. This study aims to test the hypothesis that there is an influence on the level of satisfaction and quality on excellent service, whether it affects the trust obtained, the effect of the level of satisfaction obtained on excellent service and agent quality on excellent service, and the effect of satisfaction level and quality on excellent service clearance in/out. This research is a survey research. The population in this study were all ships that had been agented by PT. Adira Shipping Management. The sampling technique used purposive sampling with a total sample of 60 crew members. The data analysis technique used is multiple regression. The results showed that there was a positive influence on the level of satisfaction with excellent service clearance in/out as evidenced by the tcount of 2.189, a significance value of 0.033>0.05 and a regression coefficient of 0.266. There is a positive effect of quality on excellent service clearance in/out as evidenced by the tcount of 3.932, a significance value of 0.000> 0.05 and a regression coefficient of 0.374; and finally there is the influence of the level of satisfaction and quality on clearance in/out excellent service with a Fcount of 56.731 and a significance of 0.000 <0.05.

Publisher

PT. Riset Press International

Reference22 articles.

1. Arli, D., & Tjiptono, F. (2014). The end of religion? Examining the role of religiousness, materialism, and long-term orientation on consumer ethics in Indonesia. Journal of Business Ethics, 123, 385–400.

2. Astriawati, N. (2016). Penerapan Analisis Regresi Linier Berganda Untuk Menentukan Pengaruh Pelayanan Pendidikan Terhadap Efektifitas Belajar Taruna Di Akademi Maritim Yogyakarta. Majalah Ilmiah Bahari Jogja, 14(23), 22–37.

3. Berger, S. (2005). How we compete: What companies around the world are doing to make it in today’s global economy. Currency.

4. Brachnata, T., & Wening, N. (2021). The Benefits of the Management Information System for Small and Medium Enterprises (SMEs) on the Quality Management System. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(14), 4094–4097.

5. Chen, S.-C. (2015). Customer value and customer loyalty: Is competition a missing link? Journal of Retailing and Consumer Services, 22, 107–116.

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3