Authors :
Yosefin Siallagan; Sita Aniisah; Suharto Abdul Majid; Sri Rahardjo; Raden Ervin Agung Priambodo
Volume/Issue :
Volume 8 - 2023, Issue 6 - June
Google Scholar :
https://bit.ly/3TmGbDi
Scribd :
https://tinyurl.com/29mnszv4
DOI :
https://doi.org/10.5281/zenodo.8112536
Abstract :
- Customer satisfaction is an obligation that
must be given by a company engaged in services.
Currently, researchers feel challenged to find out what
factors affect customer satisfaction, especially in the
customs process of marine import cargo. Therefore,
researchers want to know from three research factors
with a total research sample of 30 customers. Data was
collected through questionnaires on question sheets with
a tested Likert scale model. The data analysis method
used in this study is the path analysis method. The
results of the first study, it was concluded that the
quality of service has a direct effect on customer
satisfaction. Facilities have a direct effect on customer
satisfaction. Trust has a direct effect on customer
satisfaction.
Keywords :
Quality of Service, Facilities, Trust and Customer Satisfaction.
- Customer satisfaction is an obligation that
must be given by a company engaged in services.
Currently, researchers feel challenged to find out what
factors affect customer satisfaction, especially in the
customs process of marine import cargo. Therefore,
researchers want to know from three research factors
with a total research sample of 30 customers. Data was
collected through questionnaires on question sheets with
a tested Likert scale model. The data analysis method
used in this study is the path analysis method. The
results of the first study, it was concluded that the
quality of service has a direct effect on customer
satisfaction. Facilities have a direct effect on customer
satisfaction. Trust has a direct effect on customer
satisfaction.
Keywords :
Quality of Service, Facilities, Trust and Customer Satisfaction.
