PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN PELANGGAN PT. KRAKATAU BANDAR SAMUDERA

Abstrak

PT Krakatau Bandar Samudera is one of the subsidiaries of PT Krakatau Steel Tbk (Persero) which manages the Cigading port business, Cilegon City. Engaged in the port industry, KBS's business in managing the port of Cigading is known not to always increase. The formulation of the problem in this study is 1) How is the Effect of Service Quality on Customer Satisfaction of PT Krakatau Bandar Samudera? 2) How does the company's image affect PT Krakatau Bandar Samudera's customer satisfaction? 3) How is the Joint Influence of Service Quality and Company Image on Customer Satisfaction of PT Krakatau Bandar Samudera?. In survey research, researchers distribute questionnaires, interviews (interviews, and observations). By using a quantitative approach by taking the employee population of PT Krakatau Bandar Samuder. The number of samples set in this study amounted to 50 respondents. The results of the analysis on the coefficient showed that the value of r2 was 0.746. The results of the t test and f test were obtained hypothesis 1 t test 11.664 > 1.689 concluded Ho was rejected and the significance value of 0.000 < 0.05 was concluded Ha was accepted so the conclusion of the results of hypothesis 1 was that there was an influence of service quality on customer satisfaction, hypothesis 2 t test 7.170 > 1.676 was concluded Ho was rejected and the significance value of 0.000 < 0.05 was concluded Ha was accepted so there was an influence of company image with customer satisfaction and Hypothesis 3 together the value of the f test 69,050 > 3.27 concluded Ho rejected and significance value 0.000 < 0.05 Ha accepted it can be concluded that the two variables together have an influence on customer satisfaction. Then obtained a coefficient of determination of 74.6% with the regression equation in this
study is Y = 6.791 + 0.981X1 + -0.164X2.