THE INFLUENCE OF WORK COMPETENCE AND INFRASTRUCTURE ON CUSTOMER SATISFACTION THROUGH SERVICE QUALITY AT THE SRI BINTAN PURA TANJUNGPINANG PORT PASSENGER TERMINAL

Fajar Ardhi Gibran; Lira Agusinta; HM. Thamrin; Endang Sugiharti; Prasada Ricardianto

doi:10.53625/ijss.v4i4.9018

Authors

Fajar Ardhi Gibran Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
Lira Agusinta Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
HM. Thamrin Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
Endang Sugiharti Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
Prasada Ricardianto Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia

DOI:

https://doi.org/10.53625/ijss.v4i4.9018

Keywords:

Work competency, Facilities and Infrastructure, Customer satisfactio, Service Quality, Ports, passenger terminals

Abstract

This research aims to analyze the influence of variables, namely work competency, facilities and infrastructure on customer satisfaction through service quality at Sri Bintan Pura Tanjungpinang Port. The sample in this research was 500 passengers at the Sri Bintan Pura Port passanger Terminal Tanjungpinang. The data analysis method used in this research is Structural Equal Model Partial least Square. These technique will be used in data analysisand become an integral part of the overall data analysis in this research. Data analysis was carried out in three stages, namely the description stage, the analysis requirements testing stage, and the hypothesis testing stage. It can be concluded that Work Competence and Infrastructure have a positive and significant influence on Customer Satisfaction at Sri Bintan Pura Tanjungpinang Port, both directly and through the mediation of Service Quality. Work Competencies have a greater influence than Infrastructure on Customer Satisfaction. Service Quality plays an important role as a mediator, strengthening the influence of Work Competency and Infrastructure on Customer Satisfaction

References

Salim, A. (2006). Manajemen Transportasi. Jakarta: Raja Grafindo. Triatmodjo, B. (1996). Pelabuhan. Yogyakarta: Beta Offset.

, U.-U. N. (n.d.). Tentang pelayaran.

Triatmodjo, B. (2010). Perencanaan Pelabuhan. Yogyakarta: Beta Offset Edisi Pertama.

Triatmodjo, B. (2010). Perencanaan Pelabuhan. Yogyakarta: Beta Offset.

Mulyono, T. (2017). Perawatan Fasilitas Pelabuhan. Jakarta: UNJ Press.

Hariyadi, G. &. (2007). Manajemen Bisnis Pelabuhan. Jakarta: PT. Andhika Prasetya.

Siswoyo, B. (2011). Kajian Evaluasi Pelayanan Penumpang Kapal Laut di Pelabuhan Tanjung Pinang. Warta Penelitian, 150-162.

Sugiyono. (2015). Metode Penelitian Kombinasi (Mix Methode). Bandung: Alfabeta.

Nasional, D. P. (2012). Kamus Besar Bahasa Indonesia Pusat Bahasa Edisi Keempat. Jakarta: PT. Gramedia Pustaka Utama.

Kotler and Keller, L. K. (2016). Marketing Management, 15th Edition. New Jersey: Pearson Pretice Hall.

Armstrong, K. &. (2016). Principles of Marketing Sixteenth Edition Global Edition.

England: Pearson Education Limited.

Tjiptono, F. (2014). Pemasaran Jasa-Prinsip, Penerapan, dan Penelitian.

Yogyakarta: Andi Offset.

Tjiptono, F. (2011). Service Management Mewujudkan Layanan Prima.

Yogyakarta: Andi.

Tjiptono, F. (2006). Service, Quality & Satisfaction. Yogyakarta: Andi Offset. Wijaya, T. (2018). Manajemen Kualitas Jasa. Jakarta: PT. Indeks.

H Windasuri, H. S. (2017). Excellent Service 1st Edition. Jakarta: PT Gramedia Pustaka Utama.

Sunyoto, S. (2015). Manajemen Pemasaran Jasa. Cetakan Pertama. Yogyakarta: CAPS (Center for Academic Publishing Service).

Alma, B. (2016). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta.

Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of psychological research online, 8(2), 23-74.

Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS- SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32