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The Determinants of Port Servqual and Their Implications on the Container Port Performance: An Empirical Study on Container Terminal Ports in Indonesia
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Container port service has been an important part of global competition today. This study aims to know the perspective of container port service users in the following variables: IT Application, Port Supply Chain Integration, Customer Relationship Management, Port Service Quality, and Container Port Performance. The samples used here are 250 companies using the services of the main container ports of Tanjung Priok Jakarta and Tanjung Perak Surabaya. The results of research show that IT Application negatively and unsignificantly influences Port Service Quality, Port Supply Chain Integration positively and significantly influences Port Service Quality, Customer Relation Management positively and significantly influences Port Service Quality, simultaneously IT Application, Port Supply Chain Integration and Customer Relationship Management positively and significantly influence Port Service Quality, IT application positively and significantly influences Container Port Performance, Port Supply Chain Integration negatively and unsignificantly influences Container Port Performance, Customer Relation Management negatively and significantly influences Container Port Performance, Port Service Quality positively and significantly influences Container Port Performance, simultaneously IT Application, Customer Relationship Management, Port Supply Chain Integration dan Port Service Quality positively and significantly influence Container Port Performance. Keywords: IT application, port supply chain integration, customer relationship management, port service quality, container port performance
Yosi Pahala - Personal Name
2278-487X
NONE
electronic file
English
2017
IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 19, Issue 12. Ver. II (December. 2017), PP 01-14
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