Pengaruh Kualitas Pelayanan Jasa Keagenan Kapal terhadap Kepuasan Pelanggan PT Putra Segara Mandiri

Abstract

This study aims to analyze the effect of ship agency service quality dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, on customer satisfaction at PT Putra Segara Mandiri, Pontianak Branch. The study employed an associative quantitative approach. Data were collected through questionnaires from 50 service users selected using purposive sampling and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with SmartPLS 4. The results show that all service quality dimensions have positive and significant effects on customer satisfaction. Tangibles had the strongest effect, with a path coefficient of 0.347 and a p-value of 0.003, followed by reliability at 0.241, assurance at 0.211, empathy at 0.190, and responsiveness at 0.152. The R² value of 0.783 indicates that 78.3% of the variation in customer satisfaction can be explained by the five service quality dimensions. The Q² value of 0.783 indicates strong predictive relevance, while the GoF value of 0.764 is categorized as substantial. These findings emphasize the importance of improving facilities, service accuracy, responsiveness, employee competence, and customer attention to maintain customer satisfaction in ship agency services.