INTRODUCTION
Do
you know that the United States always conducts various strategic visits and
cooperation of various countries in the Asia Pacific region (Gindarsah, 2014)? According to Sakti
Adji (Adisasmita, 2011), one of the means to
connect a producer area to a consumer place or vice versa is tool
transportation. Sea transportation has a vital role for an archipelagic country
like Indonesia, but the development of the Indonesian shipping industry is
relatively slow compared to the international world.
For
example, in North Sumatra, to make the port's role more vital, North Sumatra is
developing its industrial sector (Kusuma, Setiono, & Poli, 2018).
One of them is an effort to create effective sea connectivity in the form of
ships that sail regularly and on a scheduled basis from west to east with the
sea highway. (Nasional & NASIONAL, 2015) This
idea begins with maintaining and renewing ports, both nationally and
internationally. (Sinaga, Mamahit, & Yusnaldi, 2020)
Although there are often obstacles in its construction, this is very useful to
determine the feasibility of the construction of the marine highway. (Nasional & NASIONAL, 2015).
Whereas
according to (Paskarina, 2016), Indonesia has
islands with strategic straits in its shipping. such as in Indonesian waters,
namely the Malacca Strait, Lombok Strait, Sunda Strait, and Makassar Strait
which are global maritime traffic. (Chen et al., 2014). The growth rate of
the national shipping fleet market share is 46.4% for domestic transportation
and 3.65% for foreign transportation. Growth The market share of sea
transportation modes is also still low.
�Whereas
so far, 80-90% of Indonesia's export-import activities must go through ports in
other countries (Putra & Djalante, 2016).
Therefore, the national transportation system should be arranged in an
integrated manner and its effectiveness should be increased. (As, 2013).
The
fact is that until now the maritime sector which has great potential has not
been able to become the backbone of Indonesia's development and economy due to
the lack of maritime contributions. Domestic products are only � 4%, much lower
than other archipelagic countries in Asia, such as the Philippines (21%) and
Japan (28%). The condition of infrastructure is still not balanced when
compared to other archipelagic countries in Asia, for example, Japan, 3.6
islands/port and 340 km2/port; and the Philippines 10.1 islands/port and 460
km2/harbor. This is because the development program is partially carried out by
the ministry and each institution, meaning that marine development has not been
integrated and has not been concentrated (Kartika, 2016)
Several
facts show that the national maritime sector still leaves several problems to
be solved. First, ports have a big role in improving the national economy, but
the existing conditions show that 66.96% of Indonesia does not yet have a port
with a good governance system in the eyes of its users. One of the main
indicators is the occupancy rate of mooring ships, the average turnover around
time, and working time as a percentage of turn-around time are still below
international standards and indicate that the ship is spending too much time at
mooring. ships or queuing outside the port (PERTIWI, 2020). Second, based on the
2017 Bappenas report, the increasing role of Indonesian sea transportation has
only reached 4% of all Indonesian transportation, where the portion is very small
for an archipelagic country. Third, the position of Indonesia's Global
Competitiveness Index (CGI), which is ranked 50th in the world, is still inferior
to other countries in the ASEAN region.
In
addition, the understanding of things that can improve or realize maritime
security stability and national interests must be improved, this will have an
impact on economic development, efforts to realize the sea area as the
centrality of policy, and national welfare. (Nugraha & Sudirman, 2016) .
PT.
Pelabuhan Indonesia III (Persero) or known as Pelindo III is one of the
State-Owned Enterprises engaged in port services. Pelindo III runs its core
business as a provider of port service facilities which has a key role to
ensure the continuity and smoothness of sea transportation. PT Pelindo III
(Persero), headquartered in Surabaya, manages 43 ports spread across seven
provinces, namely East Java, Central Java, South Kalimantan, Central Kalimantan,
Bali, West Nusa Tenggara, and East Nusa Tenggara, and has six subsidiaries. Of
the seven provinces whose ports are managed by PT Pelindo III (Persero), this
research focuses on PT.
PT.
Pelabuhan Indonesia III (Persero) Banjarmasin Branch provides services to port
service users, including ship scouting services and tugboat services, tugboats
are used to provide services to ships that have a length of more than 70 m that
carry out motion in waters where piloting is mandatory. , whether to anchor or
leave the port, by holding, pushing, and pulling. Activities of providing port
services by PT. Pelindo III (Persero) Banjarmasin Branch is quite good, among
others: (1) in terms of interaction quality; Maritime pilots must be polite in
serving customers, Pandu works professionally and has a fast response when
customers need, (2) in terms of physical quality; PT. Pelabuhan Indonesia III
Banjarmasin Branch already has an attractive building, up-to-date and
well-functioning equipment, a clean environment, a spacious and comfortable
waiting room, (3) in terms of product quality; Employees always optimize
waiting times well and always give a good impression to all customers. However,
there are still some services that are considered unfavorable, such as; There
are still some ships that have not received good pilotage services, such as
ships that experience delays in time to dock. However, this may be due to
excessive transport capacity, the distance traveled, and the time required for
the transport itself. (Februarianto, 2017) or some have left
the port dock due to the unavailability of pilots who stand by at Taboneo Station
and tugboats that work together with other ships, causing delays. Whereas
according to previous research, service quality will have a positive and
significant effect on customer satisfaction (Mulatsih, 2016); (Aryani & Rosinta, 2011); (Darmanto, 2016)
Currently
PT. Pelabuhan Indonesia III Banjarmasin Branch has 54 pilots and 2 tugboats.
With this amount, it turns out that they have not been able to serve the ship
on time. For this reason, the activities of providing port services by PT.
Pelabuhan Indonesia III Banjarmasin Branch is required to be able to create
customer satisfaction by providing maximum service. Based on customer surveys
from 2018 � 2019 fluctuated with an increasing trend. The increasing number of
complaints or complaints is an indication that consumers who use port services
at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch experienced service
satisfaction problems.
The
first factor is the problem of service satisfaction felt by consumers at PT.
Pelabuhan Indonesia III (Persero) Banjarmasin Branch is a service quality that
is still low by some unscrupulous pilots who often leave ships in the Taboneo
area so that the ship experiences delays in docking at the Trisakti pier,
container pier, Martapura pier, and Pertamina pier. And passenger ships often
enter the Banjarmasin channel on their own (without a pilot) because there are
no pilots at the Taboneo pilot station. Tugboats that pull coal barges often
enter and leave without a guide on board, even though the Port Authority office
allows without a guide, especially tugboats that pull coal barges. However, the
company still feels uncomfortable when the ship enters and leaves without a
guide on the ship. Therefore, the problem is the responsibility of the Pelindo
III Banjarmasin Branch to be resolved immediately.
The
second factor that causes customer satisfaction problems is tariffs. Each type
of service available at the port (port pricing) is closely related to tariffs.
Port service tariffs occur because there are parties who provide/provide services
(by the port operator) so the tariff must be clear on the amount, type of
service provided, and how it is enforced.
1.
PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch seeks to attract
customers by optimizing the tariff setting for scout services and improving the
quality of ship scout services. Optimizing scouting service tariff settings
which are of course proportional to the level of service and security of the
services provided. Determination of competitive rates is done by changing the
quality of service to the maximum, for example, there is no shipping delay
which will have an impact on the high costs that must be incurred so that
customers are satisfied with the services provided by PT. Pelabuhan Indonesia
III Banjarmasin Branch so that there are no complaints felt by customers.
2.
This study aims to determine the effect of tariffs and the quality of ship
piloting services at PT. Indonesian Port III Banjarmasin Branch. This research
is expected to provide consideration for the Company to develop service quality
and tariff management at PT Pelabuhan Indonesia III Banjarmasin Branch.
The
objectives of this research are
1.
To analyze the effect of tariffs on customer
satisfaction at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch.
2.
To analyze the effect of interaction quality
on customer satisfaction at PT. Port of Indonesia III (Persero) Banjarmasin Branch.
3.
To analyze the effect of the quality of the
physical environment on customer satisfaction at PT. Pelabuhan Indonesia III
(Persero) Banjarmasin Branch
4.
To analyze the effect of quality results on customer
satisfaction at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch.
Research Methodology
The type of research used in this
research is quantitative research. (MONTEIRO, SULARSO, & SUSANTO, n.d.)
suggest that positivist researchers are used to examining certain populations
or samples, sampling techniques are generally carried out randomly, data
collection using research instruments, statistical quantitative data analysis to
test predetermined hypotheses. Place This research was conducted at PT.
Pelabuhan Indonesia III (Persero) Banjarmasin Branch. Research time was September
2019- March 2020. The population in this study are all customers/users of
pilotage services at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch
with 115 customers.
Method
of collecting data
The methods used are:
The questionnaire is a data collection
technique by compiling a list of questions asked to respondents to get answers
and responses and information needed by researchers. The list of questions is
structured in the form of multiple-choice questions and open-ended questions
using the google form.
Definition
of Variable Measurement
�Research
variables can be divided into 2, namely:
1.
Independent Variable
a. Rates
(X1).
Tariff or price is an
amount of money charged for an amount of the value exchanged by consumers for
the benefits of having or using a product or service (Kotler in Meithiana (Arifianto & Hasanudin, 2020)
The price indicators used
are as follows:
1) Price affordability
2) Price match with product quality
3) Price match with benefits
4) Price according to ability
5) Prices are in line with consumer expectations
b. Interaction
Quality (X2).
The quality of
interaction has been identified as face-to-face with consumers and employees (Brady & Cronin Jr, 2001).
The Interaction
Quality Indicators used adopted the research of (Alexandris, Zahariadis, Tsorbatzoudis, &
Grouios, 2004) as follows:
1)
Polite employees
2)
Employees value customer needs
3)
Employees help customers to feel comfortable
4)
Employees respond quickly
5)
Employees give individual attention
6)
Employees work enthusiastically
7)
Knowledgeable employees
8)
Reliable employees
9)
Trusted employees
c. Physical
Environment Quality (X3).
The quality of the
physical environment refers to being tangible and involving customers during
the process, the existence of the environment and its surroundings can have a
significant influence on the overall perceived service quality (Alexandris et al., 2004).
��������� Physical Environment Quality Indicators
used adopted the research of (Alexandris et al., 2004) as follows:
1)
Clean facilities
2)
Equipment in good condition
3)
Interesting facilities
4)
Facilities have the latest equipment
5)
Spacious facilities
6)
The facility has a nice atmosphere
7)
Good experience
d. Quality
of Results (X4).
The quality of the
results is more on what factors are left by consumers when the service is
provided. Where, what consumers leave behind are feelings or experiences experienced
by consumers during the service process (Brady & Cronin Jr, 2001).
The price indicators used are as follows:
1)
Waiting time to get service can be estimated
2)
Always strive for minimum waiting time
3)
Understand the importance of waiting time for
customers
4)
Cooperative service
5)
service as I expected
6)
Understand the customer well
7)
I have good memories with the services provided
8)
Always trying to give the impression of good
service
9)
Knowing the type of service that customers
want
2. �Dependent
Variable
Customer Satisfaction
Variable (Y). Customers will not be satisfied if our performance fails to meet
expectations and we can see that from the attitude of customers that arise and
we can feel after getting the product they want. If performance matches expectations,
customers will be satisfied. If the performance exceeds expectations, the customer
will be very satisfied (Chandra, 2012).
The indicator of
customer satisfaction used is
adopted from the research of (Al‐Hakim & Hassan, 2013) in (Bagasworo, W., & Rimadias, 2014)
as follows:
1.
Service received
2.
Satisfying
experience
3.
Service provider
4.
Options in using
the service
5.
Overall,
satisfied with the service received
Variable
Measurement
This study uses a Likert scale in the research
instrument. The Likert scale is used to measure attitudes, opinions, and
perceptions of a person or group of people about this social phenomenon that has
been specifically determined by researchers hereinafter referred to as research
variables (Monteiro et al.). This scale model is
seen as ��follows:
-
SS Strongly agree = score 5
-
S Agree = Score 4
-
RR Doubtful = Score 3
-
TS Disagree = Score 2
-
STS Strongly disagree = Score 1
Data
Analysis Technique
The
tools used in this study are as follows:
1. Validity
test
To find out the level
of ability of an instrument, it can be shown by Validity.
2. Reliability
Test
Reliability shows the
extent to which an instrument can provide consistent measurement results.
Reliability testing was carried out using the Cronbach Alpha Test with the following
test results criteria (Pulungan & Siregar, 2016)
3. Outlier
Test
Outlier Data Outliers are
cases or data that have unique characteristics that look very different from
other observations and appear in the form of extreme values for either
a single variable or a combination (Pulungan & Siregar, 2016).
4. Classic
assumption test
A classical assumption
test is a test conducted to analyze the basic assumptions that must be met in
the use of regression. This classical assumption test aims to produce the best
unbiased linear estimator from the regression model obtained from the least-squares
method. With the fulfillment of these assumptions, the results obtained can be more
accurate and close to or equal to reality (Al‐Hakim & Hassan, 2013).
5. Linearity
Test
Linearity test is used to
determine whether the two variables that
will be subjected to correlational statistical analysis procedures show a
linear relationship or not
6. Multiple
Regression Test
Multiple regression
analysis is an analysis conducted to measure the strength of the
relationship between 2 or more independent variables on the dependent variable.
The formula used in the multiple regression analysis methods is as follows (Monteiro et al.) :
Y = a + b1X1
+b2X2
+b3X3
+b4X4
+ e1
Information:
Y������������������� = Customer
satisfaction
a ������������������ =
constant
X1����������������������� =
Tariff
X2����������������� = Interaction
Quality
X3����� ����������� = Physical
Environment Quality
X4����������������� = Yield
Quality
b1, b2,
b3, b4��� =
Regression Coefficient
e������������������� = Error
7. Hypothesis
testing
Hypothesis testing
used F test statistic and T-test. F test in this study simultaneous hypothesis
testing is intended to measure the influence of independent variables, namely,
Product Quality (X1), Price (X2), and Service Quality (X3) simultaneously
(together). on the dependent variable, namely User Satisfaction (Y), while the
t-test is used to test the effect of each independent variable, the variable
Product Quality (X1), Price (X2), and Service Quality (X3) have a partial (separate)
effect on the dependent variable, namely User Satisfaction (Y).
8.
Coefficient of Determination (R)
The coefficient of
determination (r) is used to measure the relationship between the independent
variable and the dependent variable simultaneously or partially, while the
coefficient of determination is a
value that describes how much change or variation in the dependent variable can
be explained by changes or variations in the independent variable.
����
Respondent Description
Respondents in this study are
company leaders who have used ship scouting services at PT. Port of Indonesia
III Banjarmasin Branch, totaling 115 customers. Based on gender, all
respondents in this study were male or 100%. Based on the age obtained, in
general, the respondents were in the 35-40 years age group, namely 37 respondents
or 32.2%. The age of the respondents in this study was 35-52 years old.
Therefore, it can be said that in general, the respondents are still of productive
age. Based on the education obtained in general, the respondents are with a
bachelor's level of education as many as 70 respondents or 60.9%. The
respondents with a master's level of education were 45 respondents or 39.1%.
Based on the position obtained, in general, the respondents were with the
position of operational manager as many as 96 respondents or 83.5%. The
respondents with manager positions were 19 respondents or 16.5%.
Validity
Test and Reliability Test
The validity test aims to determine whether
the instrument used to measure behavior and impression assessment is
appropriate or not. The instrument is said to be valid if r count > r table
and significance < 0.05, then the statement from the questionnaire is
declared valid. The reliability test aims to determine the consistency of the
measuring instrument. Reliability measurement is done by comparing the Cronbach
Alpha numbers (Cronbach Alpha > 0.60), so the questionnaire is declared
reliable. The results of the validity and reliability tests in this study
obtained that all items from X1.1 to Y5 were valid and reliable. So it can be interpreted
that the instrument used to measure the variable is reliable.
Classic
Assumption Test
1.
�Normality test
Table
1
Normality
Test Results
|
Z count
|
Significance
|
Information
|
|
0.055
|
0.200
|
Normal Distribution
|
Source: Primary data processed
Based on the results above,
if the Kolmogorov significance value is above 0.05 then the data is normally
distributed. And the value above is 0.200 and it means that the data in this
study is normally distributed.
2.
Multicollinearity Test
Table 2
Multicollinearity Test
Results
|
Variable
|
Tolerance
|
VIEW
|
Information
|
|
Tariff
(X1)
|
0.907
|
1,102
|
Non
Multicollinearity
|
|
Interaction
Quality (X2)
|
0.850
|
1,176
|
Non
Multicollinearity
|
|
Physical
Environment Quality (X3)
|
0.898
|
1.114
|
Non
Multicollinearity
|
|
Result
Quality (X4)
|
0.787
|
1,271
|
Non
Multicollinearity
|
Source: Primary data processed
From the results above, we
can see that there is no high relationship between the independent variables
because each tolerance value is above 0.1 and the VIF is below 10.
3.
Heteroscedasticity Test
���� Based on the graph, it
is obtained that the
points or plots of data
spread above and below the number 0 on the Y-axis so that based on the graph,
the regression model in this study does not occur heteroscedasticity.
4. Linearity
Test
Table 3
Linearity
Test Results
Source: Primary data
processed
|
Variable
|
Sig.
|
Information
|
|
Tariff
(X1)
|
0.190
|
Linear
|
|
Interaction
Quality (X2)
|
0.658
|
Linear
|
|
Physical
Environment Quality (X3)
|
0.594
|
Linear
|
|
Result
Quality (X4)
|
0.183
|
Linear
|
The above results obtained
that the significance value for all variables was above 0.05 so that the independent
variable was linear to the dependent variable.
Multiple
Regression Test
Table 4
Summary of Multiple
Regression Analysis Results
|
Coefficients
|
|
Model
|
Unstandardized Coefficients
|
Standardized Coefficients
|
T
|
Sig.
|
|
B
|
Std. Error
|
Beta
|
|
1
|
(Constant)
|
-1.173
|
.361
|
|
-3.251
|
.002
|
|
Tariff
(X1)
|
.282
|
.057
|
.310
|
4.938
|
.000
|
|
Interaction
Quality (X2)
|
.195
|
.061
|
.208
|
3.202
|
.002
|
|
Physical
Environment Quality (X3)
|
.451
|
.048
|
.588
|
9.316
|
.000
|
|
Result
Quality (X4)
|
.444
|
.069
|
.434
|
6.438
|
.000
|
|
a.
Dependent Variable: Customer Satisfaction (Y)
|
Source: primary data processed
Based on the table above, the regression equation is obtained
as follows:
Y = -1.173 + 0.282 X1 + 0.195 X2 + 0.451
�������� X3 + 0.444 X4 + 0.361
The interpretation
of the multiple linear regression equation is:
a. The constant of -1.173 indicates a constant decrease
from the customer satisfaction variable which is 1.173 regardless of the value
of the independent variable. Therefore, increasing customer satisfaction can
maximize the value of the independent variable.
b. The regression coefficient for the tariff variable (X1)
is 0.282, meaning that if the other independent variable is fixed and the
tariff (X1) has an additional value of 1, then customer satisfaction (Y) will
increase by 0.282. The positive coefficient means that there is a positive
relationship between customer satisfaction and tariffs, so if the rates provided
are by the services received by customers, customer satisfaction will also increase.
Conversely, if the rates provided are not by the services received, customer
satisfaction will decrease or be dissatisfied.
c. The regression coefficient of the interaction quality
variable (X2) is 0.195, meaning that if the other independent variables are assumed
to have a fixed value and the interaction quality (X2) has an additional value
of 1, then customer satisfaction (Y) will increase by 0.195. The positive
coefficient means that there is a positive relationship between customer
satisfaction and the quality of the interaction, the better the quality of the
interaction provided, the more customer satisfaction will increase.
d.
The regression
coefficient for the physical environment quality variable (X3) is 0.451, meaning
that if the other independent variables are assumed to have a fixed value and
the physical environment quality (X3) has an additional value of 1, then the customer
satisfaction (Y) will increase by 0.451. The positive coefficient means that there
is a positive relationship between customer satisfaction and the quality of the
physical environment, the better the quality of the physical environment
provided, the more customer satisfaction will increase.
e.
The regression
coefficient of the result quality variable (X3) is 0.444, meaning that if the
other independent variables are assumed to have a fixed value and the resulting
quality (X3) has an additional value of 1, then customer satisfaction (Y) will
increase by 0.444. The positive coefficient means that there is a positive
relationship between customer satisfaction and the quality of the results, the
better the quality of the results provided, the more customer satisfaction will
increase.
����
Hypothesis
1.
Partially Test Results
a.
The tariff variable has an at-count value of
4.938 and a significance of 0.000 so that the significance value is less than
0.05, so there is a partially significant effect of the tariff variable on
customer satisfaction. The regression coefficient value of 0.282 indicates a
positive influence, meaning that the more appropriate the tariff, the customer
satisfaction will also increase and vice versa. This coefficient value also
means that customer satisfaction will increase by 0.282 units for every
one-unit increase in tariffs
b. The
interaction quality variable has an at-count value of 3.202 and a significance
of 0.002 so that the significance value is less than 0.05, so there is a
partially significant effect of the interaction quality variable on customer
satisfaction. The regression coefficient value of 0.195 indicates a positive
influence, meaning that the better the quality of the interaction, the more customer
satisfaction will also increase and vice versa. This coefficient value also
means that customer satisfaction will increase by 0.195 units for every
one-unit increase in interaction quality
c. ���The
physical environment quality variable has an at-count value of 9.316 and a
significance of 0.000 so that the significance value is less than 0.05, so
there is a partially significant effect of the physical environment quality
variable on customer satisfaction. The regression coefficient value of 0.451
indicates a positive influence, meaning that the better the quality of the
physical environment, the more customer satisfaction will also increase and vice
versa. This coefficient value also means that customer satisfaction will
increase by 0.451 units for every one-unit increase in the quality of the
physical environment
d. The
result quality variable has an at-count value of 6.438 and a significance of
0.000 so that the significance value is less than 0.05, so there is a partially
significant effect of the result quality variable on customer satisfaction. The
regression coefficient value of 0.444 indicates a positive influence, meaning
that the better the quality of the results, the more customer satisfaction will
also increase and vice versa. This coefficient value also means that customer
satisfaction will increase by 0.444 units for every one-unit increase in the
quality of results
2.
�Simultaneous Test Results
Table 5
|
F Statistics
|
Sig.
|
Information
|
|
42,374
|
0.000
|
Significant
|
Source: Primary data processed
There is a joint
influence between independent variables if the calculated F value is greater
than the F table and the significance is less than 0.05. The Fount value is
42,374 and the significance is 0.000 so that the calculated F value is greater
than the F table and the significance is less than 0.05, it can be concluded
that there is a simultaneous effect of a variable
tariff,
interaction quality, physical environment quality, and result quality on customer
satisfaction.
3.
Coefficient of Determination Test Results
Table 6
|
R
|
R Square
|
Information
|
|
0.779
|
0.606
|
Independent
variable
�Capable explain 60.6%
|
Source: Primary data processed
The correlation
value is 0.779 which shows the magnitude of the joint relationship of a variable
rate, the quality of interaction, the quality of
the physical environment, and the quality of results on customer satisfaction.
This value if squared will produce
an R square value of 0.606. The coefficient of determination aims to determine
the magnitude of the influence of the independent variable on the dependent
variable. The result of the coefficient of determination above is 0.606 which
can be said to be variable rates, interaction quality, physical
environment quality, and output quality able
to influence customer satisfaction as big as 60.6%
while the rest is influenced by other variables that are not the focus of this
study.
��� �DISCUSSION
1.
The
Effect of Physical Environment Quality Variables on Customer Satisfaction at PT. Pelabuhan
Indonesia III (Persero) Banjarmasin Branch
The
results of hypothesis testing H2 show that the variable of the quality of the physical
environment has a positive and significant effect on customer satisfaction at
PT. Indonesian Port III Banjarmasin. This means that service users are very
concerned with the quality of services provided by service providers. Therefore,
to ensure that customer satisfaction can be realized, one of the efforts that
must be made by the company is to ensure that the quality of the physical
environment remains good. For example, by maintaining cleanliness, comfort,
temperature, waiting room and maintaining an attractive interior and exterior design
and always keeping the equipment in good condition and functioning properly so
as not to interfere with operations while the service is in progress. The
results of this study strengthen the previous research by Alexandris et al.
(2013).
2.
The
Effect of Variable Quality Results Influences on Customer Satisfaction at PT.
Pelabuhan Indonesia III (Persero) Banjarmasin Branch
The results of hypothesis
testing H4 show that the variable quality of results has a positive and significant
effect on customer satisfaction at PT. Indonesian Port III Banjarmasin. This
means that service users are very concerned with the quality of services
provided by service providers. Therefore, to ensure that customer satisfaction
can be realized, one of the efforts that can be made by the company is to ensure
that the quality of the results remains good. for example, by keeping no
waiting time for customers, always providing good service so that it will have
an impact on good impressions and memories to customers. The results of this
study strengthen the previous research by Hussain et al. (2015). This study show
effort that the quality of the results has a significant effect on customer
satisfaction.
3.
�The
Effect
of Vessel Guiding Tariff Variables on Customer Satisfaction at PT. Pelabuhan
Indonesia III (Persero) Banjarmasin Branch.
The results of hypothesis
testing H1 show that the tariff variable has a positive and significant effect
on customer satisfaction at PT. Indonesian Port III Banjarmasin. This means
that service users are very concerned with the rates set by the service provider.
The results of this study strengthen the previous research by (Ariani, Firdaus, & Hairudinor, 2019).
The research
shows that tariffs have a significant effect
on customer satisfaction.
4.
The
Effect of Interaction Quality Variables on Customer Satisfaction at PT. Pelabuhan
Indonesia III (Persero) Banjarmasin Branch.
The result of hypothesis
testing H2 shows that the interaction quality variable has a positive and
significant at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch. This means
that service users are very concerned with the quality of service provide by
service providers. Therefore, to ensure that customer satisfaction can be
realized, one of the efforts that must be made by the company is to ensure that
the quality of interaction remains good, for example from the attitude, always
being polite when serving all customers, respecting customers, helping
customers to make customers feel comfortable. Form behavior, responding quakily
to what customers need and always paying attention to customers, and always providing
the best service to all customers. From expertise, giving thrust to all customers
with extensive and reliable knowledge in providing ship piloting services. The results
of this study strengthen the previous research by Murbani et al. (2014)
CONCLUSION
The conclusion of this research is as follows:
1). Variable ship pilotage rates affect customer satisfaction
at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch,
2).The interaction quality variable has an effect on customer
satisfaction at PT. Pelabuhan Indonesia III (Persero) Banjarmasin Branch,3).Physical
Environment Quality Variables have an effect on customer satisfaction at PT.
Pelabuhan Indonesia III (Persero) Banjarmasin Branch The
resulting quality variable has an effect on customer satisfaction at PT. Pelabuhan
Indonesia III (Persero) Banjarmasin Branch.,4). The
result quality variable has an effect on customer satisfaction at PT. Pelabuhan
Indonesia III (Persero) Banjarmasin Branch.
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The Effect of Rates and Service
Quality
Towards
The Customer Satisfaction of PT Pelabuhan
Indonesia III (Persero) Banjarmasin Branch