文章基本信息

标题：Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions
本地全文：下载
作者：Reynaldo Reynaldo ; Widjojo Suprapto ; Yahya Jani 等
期刊名称：SHS Web of Conferences
印刷版ISSN：2416-5182
电子版ISSN：2261-2424
出版年度：2020
卷号：76
页码：1-7
DOI：10.1051/shsconf/20207601043
语种：English
出版社：EDP Sciences
摘要：Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction
关键词：Customer pleasure;service excellence;service suitability