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THE INFLUENCE OF SHIP SERVICE QUALITY AND LOADING-UNLOADING PRODUCTIVITY ON PORT PERFORMANCE AND ITS IMPLICATIONS FOR CUSTOMER SATISFACTION (Study on Cigading II Terminal)
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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
Ahmad Afandi - Personal Name
Sri Untung - Personal Name
Sandrina Marina - Personal Name
Suharto Abdul Majid - Personal Name
Sri Untung - Personal Name
Sandrina Marina - Personal Name
Suharto Abdul Majid - Personal Name
GROSTLOG 2021 ISSN: 2622-5778 (online) Advances in
2622-5778
NONE
electronic file
ITL Trisakti
2021
Jakarta
GROSTLOG 2021 ISSN: 2622-5778 (online) Advances in Transportation and Logistics Research http://proceedings.itltrisakti.ac.id/index.php/altr
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