ANALISIS PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PERUSAHAAN PELAYARAN PADA JASA PEMANDUAN DAN PENUNDAAN DIPELABUHAN MAKASSAR

Muhammad Saleh Basara. 2023. Analysis of the Influence of Service Quality
Dimensions on Satisfaction of Shipping Companies in Guided and Towing Services
at Makassar Port, supervised by Azlan Ashari and Ahmad Firman.
This study aims to identify and analyze the effect of the service quality
dimensions, which consist of tangibles, reliability, responsiveness, assurance, and
empathy, on shipping company satisfaction in pilotage and towage services. The
type of research used in this research is quantitative with a survey approach. The
population used in this study is all service users at Makassar Port, shipping
companies that actively use guide and delay services at Makassar Port, and as
many as 69 companies. The sampling technique uses a saturated sample, so the
number of samples in this study is 60 respondents. The data type used in this study
is quantitative, while the data source uses primary data. The analytical method used
is Multiple Linear Regression Analysis.
The results of this study indicate that: 1) Tangibles have a negative and
significant effect on the Satisfaction of Shipping Companies on Guided and Tow
Services at Makassar Port. 2) Reliability positively and significantly affects the
Satisfaction of Shipping Companies in Guided and Tow Services at Makassar Port.
3) Responsiveness positively and significantly affects the Satisfaction of Shipping
Companies with Guided and Tow Services at Makassar Port. 4) Assurance
positively and significantly affects the Satisfaction of Shipping Companies with
Guidance and Towing Services at Makassar Port. 5) Empathy has a positive and
significant effect on the Satisfaction of Shipping Companies in Guiding and Towing
Services at Makassar Port