Analysis of Service Quality on Customer Satisfaction of Barge Ship Repair Services Case Study PT. Galangan Anugerah Wijaya Succeeds Using Smartpls and SPSS Methods

*Afif Wibisono Wijoyo  -  Departement of Naval Architecture, Universitas Diponegoro, Indonesia
Ari Wibawa Santosa  -  Departement of Naval Architecture, Universitas Diponegoro, Indonesia
Ocid Mursid  -  Departement of Naval Architecture, Universitas Diponegoro, Indonesia

Citation Format:
Abstract

ABSTRACT In a service business, assessing service quality is very important and influences consumer perceptions and expectations. Customer satisfaction is the goal and means of marketing.Customer satisfaction can be achieved if the company provides what the customer wants and needs. Therefore, customer satisfaction is very important for service companies. Formulating service quality requires customer aspirations to encourage company innovation and creativity inimproving service quality. The aim of this research is to determine aspects of customer service and determine the sustainability of repair services at PT. Galangan Anugerah Wijaya Berjaya Determination of service variables was obtained using the Smartpls calculation method using SPSS software. In data processing there are several stages, namely observation, interviews, distributing questionnaires, processing respondent characteristics based on length of subscription and education. The results of this research show that there is an influence of shipyard service quality on customer satisfaction. The results of the questionnaire answers showthat PT. The Anugerah Wijaya Berjaya Shipyard serves carefully and the shipyard's service quality is 2,638, thus having a significant influence on customer satisfaction.

Fulltext View|Download
Keywords: Shipyard service criteria, alternative strategies, Analytical Hierarchy Process, Expert Choice
Article Info
Section: Articles
Language : EN
Recent articles
Perancangan Kapal Katamaran untuk Menunjang Pariwisata di Waduk Cacaban Kabupaten Tegal Jawa Tengah Analisa Kinerja Fasilitas Alat Bongkar Muat Kapal Petikemas Pelabuhan Tanjung Emas Semarang Analysis of Service Quality on Customer Satisfaction of Barge Ship Repair Services Case Study PT. Galangan Anugerah Wijaya Succeeds Using Smartpls and SPSS Methods More recent articles
  1. S. Widjaja, “URGENT BUKU Industri dan Ekonomi Maritim,” in Industri dan Ekonomi Maritim, S. Widjaja, Ed., Jakarta: Amafrad Press, 2019, p. 92
  2. Novyantri. (2021). Pengaruh E-Service Quality Terhadap Loyalitas
  3. Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada
  4. Dompet Digital Dana (Studi Pada Pengguna Dana). Jurnal: E-ISSN 2721-
  6. R. T. Yuliarto, “Analysis of the Influence of Service Quality on Customer Satisfaction,” E-Jurnal Manaj. Univ. Udayana, vol. 10, no. 1, p. 62, 2021, doi: 10.24843/ejmunud.2021.v10.i01.p04
  7. D. N. Le, H. T. Nguyen, and P. Hoang Truong, “Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam,” Asian J. Shipp. Logist., vol. 36, no. 2, pp. 89–103, 2020, doi: 10.1016/j.ajsl.2019.10.003
  8. G. T. Yeo, V. V. Thai, and S. Y. Roh, “An Analysis of Port Service Quality and Customer Satisfaction: The Case of Korean Container Ports,” Asian J. Shipp. Logist., vol. 31, no. 4, pp. 437–447, 2015, doi: 10.1016/j.ajsl.2016.01.002
  9. D. Sakyi, C. K. Appiah, E. K. Ayesu, M. Immurana, and S. T. Baidoo, “A terminal level analysis of service quality at Nigerian seaports,” J. Shipp. Trade, vol. 5, no. 1, 2020, doi: 10.1186/s41072-020-00069-9
  10. A. Wibowo, “Pengaruh Kualitas Pelayanan Transportasi Umumbus Trans Jogja Terhadap Kepuasan Konsumen,” J. Ilmu Manaj., vol. 11, no. 2, pp. 67–81, 2014, doi: 10.21831/jim.v11i2.11765
  11. Novyantri. (2021). Pengaruh E-Service Quality Terhadap Loyalitas
  12. Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada
  13. Dompet Digital Dana (Studi Pada Pengguna Dana). Jurnal: E-ISSN 2721-
  15. P. Kotler and K. L. Keller, Philip_Kotler_Manajemen_Pemasaran_Edisi.pdf, 13th ed. Jakarta: Erlangga, 2008
  16. Faradiba, “Penggunaan Aplikasi Spss Untuk Analisis Statistika Program,” SEJ (School Educ. J., vol. 10, no. 1, pp. 65–73, 2020
  17. R. Pratap, S. Kaurav, and S. Kainthola, “Spss,” Encycl. Tour. Manag. Mark., pp. 228–231, 2023, doi: 10.4337/9781800377486.spss

Last update:

No citation recorded.

Last update:

No citation recorded.