ANALISIS KUALITAS PELAYANAN DAN KEPUASAN PENGGUNA TERHADAP JASA TRANSPORTASI LAUT PADA POLISI SEKTOR PELABUHAN SOEKARNO HATTA

Abstract

The researched aimed to analysis the effect of service quality and satisfaction toward the sea transportation service on Port Police Sector Soekarno Hatta. Research location applied on Port Police Sector Soekarno Hatta, with population and sample as amount 125 respondents (purposive sampling). Data analyzed which used in descriptively to explained of research data, while to analyzed of quantitative data used of Multiple Regression Analysis. The result of research to found the service quality have positive and significant toward transportation service. The service quality have implemented with good suitable with the tangible, empathy, reliability, responsiveness, and assurance to passenger which effect toward transportation service on Port Police Sector Soekarno Hatta. The satisfaction have positive and significant toward transportation service on Port Police Sector Soekarno Hatta. The satisfaction by passenger suitable with sufficient of need, desire and expert in used of transportation service in Port Police Sector Soekarno Hatta. The service quality have dominant effect in positive and significant toward transportation service. The implementation of service quality have contribution toward transportation service in port area which service to passenger and cargo with creation the safe, safety and orderly in used of transportation service on Port Police Sector Soekarno Hatta.