Ahmad Afandi Primary Author Sri Untung Primary Author Sandrina Marina Primary Author Suharto Abdul Majid Primary Author

Abstract: This research aims to know the direct and indirect influences of Service Quality (X1) and Loading-Unloading Productivity (X2) on Port Performance (Y), and its implications for Satisfaction (Z). It was conducted at Cigading II Terminal, operated by PT Krakatau Bandar Samudera, using descriptive and inferential methods. The population comprises 62 respondents. The sampling uses non-probability sampling technique which does not give the same opportunity to each population member to be the sample. Data was collected by using questionnaire with likert measurement scale model. The result was analyzed using SmartPLS software with the significance α=0.05. The hypothetical testing indicates a positive and significant direct influence of ship service quality on port performance; a positive and significant direct influence of ship service quality on satisfaction; a positive and significant influence of loading-unloading productivity on port performance; no positive and significant influence of loading-unloading productivity on satisfaction; a positive and significant influence of port performance on satisfaction. The hypothetical testing of indirect specific effect shows a positive and significant influence of ship service quality on satisfaction mediated by port performance, a positive and significant influence of loading-unloading productivity on satisfaction mediated by port performance. Key Words: Service quality, productivity, port performance, satisfaction