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SERVICES QUALITY OF SHIP AGENCY AND SERVICES INTERPERSONAL COMMUNICATION IN SHIPPING COMPANIES
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This study aims to analyze the relationship between ship agency service quality, interpersonal communication and user satisfaction at PT Buana Listya Tama, either partially or simultaneously. This study uses a quantitative method by conducting a survey, and the data is analyzed using correlation and regression. The results showed that the interpersonal communication variable was also positively correlated with customer satisfaction with a t-count value of 6.108 and greater than t-table of 1.998 so that Ho was rejected and Ha was accepted. Through the F test, it is known that the quality of service and interpersonal communication simultaneously correlates with satisfaction where F count is greater than F table (90.839 > 2.75) 50 so that Ho is rejected and Ha is accepted. The coefficient of determination (R Sguare) between variables is 0.749 or 74.9%. The contribution of service quality and interpersonal communication to customer satisfaction is 74.946%, while 25.1% is influenced by other factors not examined. 749 or 74.9%. The contribution of service quality and interpersonal communication to customer satisfaction is 74.946%, while 25.1% is influenced by other factors not examined. 749 or 74.9%. The contribution of service quality and interpersonal communication to customer satisfaction is 74.946%, while 25.1% is influenced by other factors not examined.
Yuliantini - Personal Name
Sarinah Sihombing - Personal Name
Theresye Yoanyta Octora - Personal Name
Euis Saribanon - Personal Name
Muhammad Thamrin - Personal Name
Sarinah Sihombing - Personal Name
Theresye Yoanyta Octora - Personal Name
Euis Saribanon - Personal Name
Muhammad Thamrin - Personal Name
NONE
electronic file
English
Devotion
2022
Devotion Volume 3, Number 8, June 2022 e-ISSN: 2797-6068 and p-ISSN: 2777-0915
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