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KUALITAS PELAYANAN JASA KEAGENAN KAPAL DAN KOMUNIKASI INTERPERSONAL PADA PERUSAHAAN PELAYARAN
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The study aimed to analyze the relationship of services quality of ship agency, interpersonal
communication with user satisfaction in PT Buana Listya Tama, both partially and
simultaneously. The research uses quantitative methods by doing survey, and the data
were analyzed using correlation and regression. The results show that the variables of
interpersonal communication and service quality have a signiicant relationship either
partially or simultaneously with customer satisfaction. Variable quality of service has
a positive and signiicant correlation with t value of 4.905 and greater than t table of
1.998 so that Ho is rejected and Ha is accepted. Interpersonal communication variables
also has a positive correlation with customer satisfaction with the value of tcount equals
to 6,108 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted.
Through the F test it is found that the quality of service and interpersonal communication
are simultaneously correlated with satisfaction where the F count is larger than F table
(90.839> 2.75) so that Ho is rejected and Ha is accepted. The coeficient of determination
(R Square) between variables is 0.749 or 74.9%. The amount of the contribution of service
quality and interpersonal communication on customer satisfaction is 74.9%, whereas
25.1% inluenced by other factors not examined.
2355-4721
NONE
electronic file
Indonesia
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG)
2016
Jakarta
Jurnal Manajemen Transportasi & Logistik (JMTranslog) - Vol. 03 No. 2, Juli 2016
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