PENGARUH KUALITAS PELAYANAN, KEDEKATAN EMOSIONAL DAN PENGGUNAAN IT MARINE OPERATING SYSTEM TERHADAP LOYALITAS DAN KEPUASAN PELANGGAN PADA PT. PELINDO CABANG BALIKPAPAN

Iwan Sjarifuddin. 2024. The Influence of Service Quality, Emotional Proximity, and IT
Marine Operating System on Customer Loyalty and Satisfaction at PT. Pelindo Branch
Balikpapan, supervised by Ahmad Firman and Badaruddin.
This study aims to analyze the influence of service quality, emotional proximity,
and the use of IT Marine Operating System on customer satisfaction and loyalty at PT.
Pelindo Branch Balikpapan.
The research utilized a quantitative method with data collected through
questionnaires distributed to 43 customers of PT. Pelindo Branch Balikpapan. Data
analysis was conducted using SmartPLS to test the relationships between variables.
The results of the study indicate that service quality has a significant impact on
customer satisfaction and loyalty. Emotional proximity also has a significant influence on
customer satisfaction and loyalty. Additionally, the use of IT Marine Operating System
significantly affects customer satisfaction, which then positively impacts customer
loyalty. Customer satisfaction was found to mediate the relationship between the three
independent variables and customer loyalty.