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Jurnal Bisnis, Ekonomi, Manajemen, dan Kewirausahaan Abnus Publisher

Effect of Service Quality and Facilities on Customer Satisfaction at Port of Indonesia Benoa Branch

2023-11-25
Published
62-71
Pages
OPEN
Access
DM
Deka Maheswara
Universitas Dr. Soetomo, Surabaya
SS
Sukesi Sukesi
Universitas Dr Soetomo, Surabaya
MA
Muhammad Masruri Aditya
Universitas Dr Soetomo, Surabaya
Abstract

Purpose: This study aims to determine and analyze the influence of service quality and facilities on customer satisfaction, mediated by trust at the Benoa Branch of the Indonesian Port (Persero).

Research Methodology: This research approach uses a quantitative approach that uses numbers and statistics to collect and analyze measurable data. The number of samples for this study was 68 passengers at Benoa Harbor. This study was quantitative and used a questionnaire as a data collection tool. This study uses Partial Least Squares structural equation modeling (PLS-SEM).

Results: The results showed that service quality and trust significantly affected passenger satisfaction, while facilities had no direct effect. Trust also mediated the influence of service quality and facilities on satisfaction.

Conclusions: This study concludes that service quality significantly and positively affects passenger trust and satisfaction at Benoa Port. Facilities significantly influence passenger trust but do not directly affect satisfaction. Trust also has a significant positive effect on passenger satisfaction and mediates the relationship between service quality, facilities, and satisfaction.

Limitations: The study is limited to a single port and a small sample, which may affect generalizability.

Contributions: This study contributes to service management literature by highlighting the mediating role of trust in improving passenger satisfaction at port services.

Benoa Branch Customer Satisfaction Facilities Service Quality
How to Cite
Maheswara, D., Sukesi, S., & Aditya, M. M. . (2023). Effect of Service Quality and Facilities on Customer Satisfaction at Port of Indonesia Benoa Branch. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan , 3(2), 62-71. https://doi.org/10.52909/jbemk.v4i2.171
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How to Cite

Maheswara, D., Sukesi, S., & Aditya, M. M. . (2023). Effect of Service Quality and Facilities on Customer Satisfaction at Port of Indonesia Benoa Branch. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan , 3(2), 62-71. https://doi.org/10.52909/jbemk.v4i2.171
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Vol. 3 No. 2 (2023): November
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