ERVQUAL MODEL TERHADAP KEPUASAN PELANGGAN PADA JASA BONGKAR MUAT DAN EMKL (Studi pada P.T. Sarana Bandar Nasional Surabaya)

Anita Asnawi

Abstract


The research was conducted in PT. Sarana Bandar Nasional (PT. SBN) Surabaya as a Sea Freight
Forwarder company. This report is the outcome of a field research, which aimed to determine the quality
of services offered by PT.SBN, and also to study the relationship between the service quality and
customer satisfaction. In this research, the SERVQUAL model has been used for evaluation of service
quality. A questionnaire was designed and survey was conducted to collect the data from 100 customers
at PT. SBN. The research concluded that service quality and customer satisfaction are the important
factors that can increase the loyalty of a customer so the company must focus on providing customer
satisfaction programs to their loyal and valued customers. Research also indicates that the company
should focus on improving the quality of their services for better and greater customer satisfaction.


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DOI: http://dx.doi.org/10.25139/jai.v1i1.288

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