Authors:

Rudi Triadi Yuliarto

Abstract:

“The purpose of this study was to determine the effect of service quality on customer satisfaction at the Pontianak Class II Port Authority and Harbormaster Office. The population used in this study were 81 people (census). This study uses multiple linear regression analysis, with SPSS statistical software. Service quality variables, with the dimensions of physical evidence (tangibles), and assurance, each have a positive and significant effect on customer satisfaction, then the reliability, responsiveness and empathy variables each show no significant influence on customer satisfaction. This research found that the guarantee variable has the greatest influence on customer satisfaction. Keywords: physical evidence (tangibles), reliability, responsiveness, assurance, and empathy, customer satisfaction.”

Keywords

physical evidence (tangibles), reliability, responsiveness, assurance, and empathy, customer satisfaction.

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PDF:

https://jurnal.harianregional.com/manajemen/full-67656

Published

2021-01-23

How To Cite

YULIARTO, Rudi Triadi. ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION.E-Jurnal Manajemen, [S.l.], v. 10, n. 1, p. 62 - 81, jan. 2021. ISSN 2302-8912. Available at: https://jurnal.harianregional.com/manajemen/id-67656. Date accessed: 08 Jul. 2024. doi:https://doi.org/10.24843/EJMUNUD.2021.v10.i01.p04.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

Vol 10 No 1 (2021)

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License