Model of Passengger Satisfaction on the Service Performance of the Gapura Surya Nusantara Passenger Port PT. Pelabuhan Indonesia III Branch Tanjung Perak Surabaya

Abstract

Infrastructure is one of the supporting activities of transportation, such as airports, halte, terminals, and port buildings. The port terminal is one of the transportation infrastructure buildings used by passengers when they travel. The port terminal is expected to be able to provide good facilities for passengers while waiting for transportation. For this reason, it is necessary to do a model of passenger satisfaction on the performance of the passenger terminal in order to know what factors influence passenger satisfaction. The measurement of passenger satisfaction uses the classic assumption test method, and also tests the validity and reliability of the questionnaire submitted to the passenger. From the research that has been done, we get the final model of Passenger Satisfaction on the Service Performance of the Gapura Surya Nusantara Passenger Terminal as follows: Y1 = 62.325 + 0.714X1 + 0.020X2 + 0.040X5 + 0575X6 + 0.218X8 + 0.134X9 + 0.356X11 + 0.550X13 + 0.476 X14 + 0.488X17 - 0.658X19, the model is influenced by nine variables.

Implementation of Inaportnet Information Technology and Service Performance on User Satisfaction

“…The framework and direct implementation at the port are the main parameters that port users consider when evaluating the components of port performance effectiveness (Vaggelas, 2019). Performance at the port can be double-checked through the technical efficiency and cost-effectiveness variables (Talley, 2006) in addition to factors of passenger satisfaction (Supriyatno & Widayanti, 2019) and the port marketing to provide customer satisfaction (Miremadi, Ghalamkari, & Sadeh, 2011). Port service performance is a comprehensive assessment by customers of the perceived services when receiving services from the service provider so that the service quality will be more appropriate and specific.…”