PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN JASA PELABUHAN PASCA PENGGABUNGAN PT PELABUHAN INDONESIA (PERSERO) PADA REGIONAL 4 CABANG MAKASSAR

Fransisco Endrico Mariano Nuka. 2023. The Influence of Service Quality Dimensions on Customer Satisfaction of Post-Merger PT. Pelabuhan Indonesia (Persero) in Regional
4 Branch Makassar, supervised by Syamsul Alam and Azlan Ashari.
This study aims to analyze the influence of service quality dimensions, consisting of physical evidence, reliability, responsiveness, assurance, and empathy, on customer
satisfaction.
The research design used in this study is quantitative with a survey approach.The population of this study is all customers of PT. Pelabuhan Indonesia (Persero) in
Regional 4 Branch Makassar, totaling 30 companies. The sample used in this study is 30 respondents. The analysis method used is Multiple Linear Regression Analysis.
The results of this study indicate that the service quality dimensions consisting of physical evidence, reliability, responsiveness, assurance, and empathy have a positive
and significant influence on customer satisfaction of Post-Merger PT. Pelabuhan Indonesia (Persero) in Regional 4 Branch Makassar. The variables of physical evidence,
reliability, responsiveness, assurance, and empathy are related to customer satisfaction of Post- Merger PT. Pelabuhan Indonesia (Persero) in Regional 4 Branch Makassar.