ANALISIS DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA TERMINAL PETIKEMAS NEW MAKASSAR

Dedi F. Silolongan. 2023. Analysis of Service Quality Dimensions on Customer Satisfaction at New Makassar Container Terminal, supervised by Mashur Razak and
Azlan Ashari.
This study aims to analyze the influence of service quality dimensions, including interaction quality, physical environment quality, and outcome quality, on customer
satisfaction.
The research design used in this study is quantitative with a survey approach. The study was conducted at New Makassar Container Terminal for a period of 2 months. The population of this study is all active customers who use the services of New Makassar Container Terminal. The sampling technique used is saturated sampling.
The sample size in this study is 30 people. The analysis method used is Multiple Linear Regression Analysis. The results of this study show that (1) Partially, the variables of interaction quality, physical environment quality, and outcome quality have a positive and significant influence on customer satisfaction at New Makassar Container Terminal.
(2) Simultaneously, the variables of interaction quality, physical environment quality, and outcome quality have a positive and significant influence on customer satisfaction
at New Makassar Container Terminal.