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Customers Satisfaction of Port Services Hunimua Central Maluku
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The aim of the research is to identify the factors that influence the satisfaction level of the
Hunimua (South Maluku, Indonesia) crossing port service users. The study analyzes service
performance on the level of service user’s satisfaction and customers’ loyalty at Hunimua ferry
port. The study wants to find out the safety and security procedure in crossing transportation.
The government stipulates minimum service standards for crossing transportation through
Ministerial Regulations. The method used was Quantitative approach with a total sample of 100
passenger population at Hunimua ferry port after calculated using Slovin formula. The research
used Path Analysis method. The results of the study indicate that the service performance has a
positive and significant effect on customers’ satisfaction and loyalty by maintaining the quality
service performance to meet the customers’ satisfaction. Customers’ interests have positive
and significant effect on customers’ satisfaction and loyalty. Quality influences customers’
satisfaction and loyalty that could be traced from employees’ time to respond to customers
appropriately, a sense of security during contact with staff, patience, company attention and
understand the customers’ need. The variable of customers’ satisfaction could mediate the
service performance and customers’ interest in customers’ loyalty
Charlene Cleopatra Tanasale - Personal Name
Soemino Eko Saputro - Personal Name
Solikin - Personal Name
Saptana - Personal Name
Febriyanti - Personal Name
Siti Maemunah - Personal Name
Soemino Eko Saputro - Personal Name
Solikin - Personal Name
Saptana - Personal Name
Febriyanti - Personal Name
Siti Maemunah - Personal Name
2442-3149
NONE
electronic file
English
ITL Trisakti
2023
Jakarta
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG)
Vol. 10 , No. 02, Juli 2023
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