Record Detail Back
PENGARUH BUDAYA PERUSAHAAN TERHADAP PROSES PENYAMPAIAN JASA DAN DAMPAKNYA TERHADAP NILAI JASA DAN KEPUASAN PELANGGAN BISNIS PERUSAHAAN JASA TERMINAL PETIKEMAS DALAM ERA PRIVATISASI (Suatu Survey di Pelabuhan Tanjung Priok )
- Share to:
Tanjung Priok as the biggest commercial port in the port system in
Indonesia managed under monopoly by PT Pelindo II as a state owned enterprise,
but since the privatization policy the market have changed into oligopoly market
as a foreign investor a legal holder of privatization contract managed a joint
venture corporation with majority share holder. The change in port business
paradigm had occurred by then .This study is Business to Business (B2B) Concept
will make an evaluation based on customer perception on the influence of
Customer Delivery Process on Customer Delivered Value and its Impact on
Customer Satisfaction as an Implication of Corporate Culture Acculturation. The
method will be used in this research are descriptive and explanatory survey, while
method of data collection are through interview, observation and questionnaire
distribution. In this research analysis unit is privatized terminal PT. Jakarta
International Container Terminal (PT. JICT) and observation unit are the
customers of PT. JICT. Respondent are customers of Container Terminal
managed by PT Jakarta International Container Terminal at port of Tanjung
Priok. Total amount of customers are 2000. Total sample for the analysis 200
respondent , the response rate of the survey 60 % of the distributed questionnaire.
Data analysis is conducted by using Structural Equation Model (SEM) with
LISREL 8.30. The outcome of this research there are a significant influence of
Corporate Culture on Customer Delivery Process and Customer Delivery Process
has significant influence on Customer Delivered Value , Customer Delivered
Value has significant influence on Customer Satisfaction. There is no influence
Corporate Culture on Customer Satisfaction and Corporate Culture on Customer
Delivered Value.Researcher have found out that privatization is not
comprehensive privatization concept but partial privatization that unable to fulfill
the customers expectation on quality of service since the service encounter also
managed by the government agency that serve to the customer as beraucratic and
not enterpreunerships style.The customers suggest that government agency at port
of Tanjung Priok change their mind for better quality of service by employinh
service culture. In the port system in Indonesia had occurred micronization of
port as a macro economy instrument and benefit of a port should somewhere in
the economy but by government policy the port have to gain their profit from its
operational activities and should stand in their owned feet in allocating and that
cause low Customer Delivered Value due to cost to customers is very high .
Sri Rahardjo - Personal Name
NONE
electronic file
Indonesia
MANAJEMEN BISNIS FAKULTAS EKONOMI UNIVERSITAS PADJADJARAN
DISERTASI PROGRAM DOKTOR ILMU EKONOMI KONSENTRASI MANAJEMEN BISNIS FAKULTAS EKONOMI UNIVERSITAS PADJADJARAN 2011
LOADING LIST...
LOADING LIST...