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THE RELATIONSHIP BETWEEN SERVICE QUALITY, TIMELINESS OF ARRIVAL, DEPARTURE FLIP SHIP LOGISTICS AND PEOPLE AND CUSTOMER SATISFACTION: A CASE IN INDONESIA
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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%.
Prima Widiyanto - Personal Name
ENDRI ENDRI - Personal Name
Reza Fauzi Jaya Sakti - Personal Name
Edhie Budi Setiawan - Personal Name
Mauludi Manfaluthy - Personal Name
Lilik Suryaningsih - Personal Name
Prasadja Ricardianto - Personal Name
Karnawi Kamar - Personal Name
Nandan Limakrisna - Personal Name
ENDRI ENDRI - Personal Name
Reza Fauzi Jaya Sakti - Personal Name
Edhie Budi Setiawan - Personal Name
Mauludi Manfaluthy - Personal Name
Lilik Suryaningsih - Personal Name
Prasadja Ricardianto - Personal Name
Karnawi Kamar - Personal Name
Nandan Limakrisna - Personal Name
NONE
electronic file
English
Academy of Entrepreneurship Journal
2021
London
Academy of Entrepreneurship Journal Volume 27, Issue 6, 2021
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