文章基本信息

标题：ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT PELABUHAN INDONESIA III (PERSERO) CABANG BANJARMASIN
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作者：Achmad Zakaria ; Muhammad Riza Firdaus
期刊名称：JWM: Jurnal Wawasan Manajemen
印刷版ISSN：2337-5191
电子版ISSN：2527-6034
出版年度：2017
卷号：5
期号：2
页码：145-156
DOI：10.20527/jwm.v5i2.127
出版社：Universitas Lambung Mangkurat
摘要：The purpose of this study was to analyze the quality of service through the variable tangible, responsiveness, reliability, assurance, and empathy, to customer satisfaction PT. Pelabuhan Indonesia III (Persero) Branch of Banjarmasin. This study is a qualitative study using data from questionnaires completed by a sample of 150 samples of the total number of service users PT. Pelabuhan Indonesia III (Persero) Branch of Banjarmasin period from January to June 2015. The sampling technique used purposive sampling technique, with testing through Test f, t Test and Test Coefficient of Determination (R 2 ). The results showed that partially and simultaneously, the five dimensions of service quality that is tested through variable tangible, responsiveness, reliability, assurance, and empathy, influence on customer satisfaction PT. Pelabuhan Indonesia III (Persero) Branch of Banjarmasin with level of significant 5%.
关键词：Tangible; responsiveness; reliability; assurance; empathy; customer satisfaction