Pengaruh Kualitas Jasa Pelayanan di Masa Pandemi Covid-19 terhadap Kepuasan Pengguna Jasa di PT. Pelabuhan Indonesia II (Persero) Cabang Panjang Bandar Lampung

Authors

  • Suryani Suryani
  • Suradi Program Studi Administrasi Bisnis, FISIP, Universitas Tulang Bawang Lampung
  • Syahroni Program Studi Administrasi Bisnis, FISIP, Universitas Tulang Bawang Lampung

DOI:

https://doi.org/10.37090/bpj.v2i2.781

Abstract

The purpose of this study was to analyze the effect of service quality during the Covid-19 pandemic at PT. Pelabuhan Indonesia II (Persero) Panjang Branch. This company is a State-Owned Enterprise (BUMN) which is engaged in port services that provides port facilities and infrastructure in order to support the smooth flow of ships. This research type is an associative research that aims to analyze the influence of one variable with another variable. This study uses descriptive analysis techniques and multiple linear regression analysis. The population in this study were customers of PT. Pelabuhan Indonesia II (Persero) Panjang Branch in Bandar Lampung in 2021 as many as 380 customers. The sampling method used random sampling with a total sample of 80 respondents. Primary data was collected through the distribution of questionnaires. The results showed that simultaneously service quality had a positive and significant effect on customer satisfaction. The value of the coefficient of determination can be seen from the Adjusted R Square of 0.577 which means that 58.87% of the customer satisfaction variable can be explained by the quality of service. While the other 42.13% difference is influenced by government regulations which are not included in this study. Keywords: service quality, customer satisfaction

Downloads

Download data is not yet available.

References

Abdullah, Dayang dan Rozario, Francine, 2009, Influence of Service and Product Toward Customer Satisfaction: A Case Study at the Staff Cafetaria in the Hotel Industry”. International Journal of Social, Education, Economics and Management Engineering. Vol. 3 No. 5

Amir, A. (2021). Pengaruh Pemberian Insentif terhadap Motivasi Kerja Pegawai pada Kantor Lembaga Penjaminan Mutu Pendidikan (LPMP) Bandar Lampung. Business Perspective Journal, 1(1), 11-30.

Fredinand. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa Servis Pada Bengkel AUTO 2000 Di Jalan Sisingamangaraja No. 8 Medan: Universitas Sumatera Utara.

Gitosudarmo, I. (2008). Manajemen Pemasaran. Yogyakarta: BPFF.

Kotler, P., & Keller, K. L. (2007). Manajemen Pemasaran . Jakarta: PT. Indeks.

Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran. Jakarta: Erlangga.

Manullang, I. (2008). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa PT. Garuda Indonesia Airlines di Bandara Polonia Medan. Medan: Universitas Sumatera Utara.

Parasuraman, A., Zeithaml, V. A., & Berry, A. L. (1985). A Conceptual Model Of Service Quality And Its Implication For Future Research. Journal Of Marketing , Vol 41-50.

Sugiyono. (2008). Metode Penelitian Bisnis. Bandung: Alfabeta.

Sugiyono. (2011). Metode Penelitian Kuantitatif, Kualitatif Dan R&D. Bandung : Alfabeta.

Susanty, M. (2019). Pengaruh Sumber Daya Manusia terhadap Kinerja Pegawai pada Dinas Pendidikan Kabupaten Lampung Barat. Business Perspective Journal, 3(1), 10-21.

Tjiptono, F., & Chandra, G. (2011). Service, Quality and Satisfaction . Yogyakarta: CVAndi Offset

Tjiptono, F., & Chandra, G. (2014). Pemasaran Jasa. Jakarta: CV Andi Offset.

Warong , A. E. ( 2015). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Pada PT Pelabuhan Indonesia IV (Persero) Terminal Peti Kemas Bitung. Manado Politeknik Negeri.

Downloads

Published

2022-12-01

Issue

Section

List of Articles in This Issue

Most read articles by the same author(s)