Authors :
Azzyra Hana Paramadiena; Asep Suparman; Endang Sugiharti
Volume/Issue :
Volume 7 - 2022, Issue 1 - January
Google Scholar :
http://bitly.ws/gu88
Scribd :
https://bit.ly/3AIFavX
DOI :
https://doi.org/10.5281/zenodo.5919342
Abstract :
PT. Baruna Raya Logistics is a company
engaged in providing ship services specifically for
offshore drilling sites. However, in the performance of the
Maintenance Department, there are still several obstacles
that can affect the quality of offshore ship services.
Service quality is one of the important factors to shape
and increase customer satisfaction. This study aims to
determine the effect of maintenance department
performance and the quality of offshore ship services on
increasing customer satisfaction at PT. Baruna Raya
Logistics. The research was conducted at PT. Baruna
Raya Logistics using quantitative descriptive method,
with path analysis with the number of research samples
taken as many as 34 respondents to ship users according
to the number of ships owned by the company called
census sampling. Data were collected through the
instrument in the form of statement sheets which were
tested using SPSS software version.24. With the results of
the study that there is a positive and significant effect of
the performance of the maintenance department and the
quality of service on customer satisfaction partially or
simultaneously. Then it can be known things that need to
be done or improved by the company.
Keywords :
Maintenance Department Performance, Service Quality, Increasing Customer Satifcastion.
PT. Baruna Raya Logistics is a company
engaged in providing ship services specifically for
offshore drilling sites. However, in the performance of the
Maintenance Department, there are still several obstacles
that can affect the quality of offshore ship services.
Service quality is one of the important factors to shape
and increase customer satisfaction. This study aims to
determine the effect of maintenance department
performance and the quality of offshore ship services on
increasing customer satisfaction at PT. Baruna Raya
Logistics. The research was conducted at PT. Baruna
Raya Logistics using quantitative descriptive method,
with path analysis with the number of research samples
taken as many as 34 respondents to ship users according
to the number of ships owned by the company called
census sampling. Data were collected through the
instrument in the form of statement sheets which were
tested using SPSS software version.24. With the results of
the study that there is a positive and significant effect of
the performance of the maintenance department and the
quality of service on customer satisfaction partially or
simultaneously. Then it can be known things that need to
be done or improved by the company.
Keywords :
Maintenance Department Performance, Service Quality, Increasing Customer Satifcastion.
