Research Paper
Year: 2019 | Month: December | Volume: 6 | Issue: 12 | Pages: 121-131
The Effect of Service Quality of Customer Satisfaction and the Effect of Customer Loyalty at Belawan Internatonal Container Terminal (BICT)
Rizki Affandi Nasution1, Endang Sulistya Rini2, Beby Karina Fawzeea Sembiring2
1Postgraduate Students, 2Postgraduate Lecturer,
Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia
Corresponding Author: Rizki Affandi Nasution
ABSTRACT
Law No.17 of 2008 on Shipping, opens opportunities for private companies to conduct business activities that have been done by Pelindo, this will make the business competition in the future will be higher. In line with the development of the industry of crude palm oil (CPO) in Indonesia, opens opportunities for the CPO industry group to create their own specialized port / terminal operators. Taking into account these conditions, Belawan International Container Terminal (BICT) as a container terminal operators managed by Pelindo I continues to make continuous improvement efforts in improving operational performance for the smooth flow of goods loading and unloading. The formulation of the problem in this research is first whether the quality of service (reliability, assurance, tangible, empathy, responsiveness) has a positive and significant impact on customer satisfaction in Belawan International Container Terminal and whether customer satisfaction has positive and significant impact on customer loyalty in Belawan International Container Terminal. The purpose of this research is to know and analyze the influence of service quality (reliability, assurance, tangible, empathy, responsiveness) to customer satisfaction at Belawan International Container Terminal To know and analyze the influence of customer satisfaction influence to customer loyalty in Belawan International Container Terminal. This study uses primary data, with population and sample of 63 respondents with the spread of census questionnaire. The results of research are simultaneously reliability, assurance, tangible, empathy and responsiveness influence on customer satisfaction in Belawan International Container Terminal partially reliability affecting customer satisfaction in Belawan International Container Terminal, partially assurance affects customer satisfaction in Belawan International Container Terminal. This partially tangible effect on customer satisfaction in Belawan In ternational Container Terminal. Partially empahty effect on customer satisfaction in Belawan International Container Terminal. Partially responsiveness affects customer satisfaction in Belawan International Container Terminal. Customer satisfaction affects customer loyalty in Belawan International Container Terminal.
Key words: Quality of Service, Satisfaction, Loyalty.
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