REYNALDO, and Suprapto, Widjojo and Jani, Yahya (2020) Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions. [UNSPECIFIED]
![[img]](https://repository.petra.ac.id/style/images/fileicons/application_pdf.png) | PDF Download (382Kb) |
| PDF Download (1839Kb) |
Abstract
Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction.
| Item Type: | UNSPECIFIED |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economic > Business Management Program |
| Depositing User: | Admin |
| Date Deposited: | 30 Apr 2020 19:52 |
| Last Modified: | 01 May 2020 22:33 |
| URI: | https://repository.petra.ac.id/id/eprint/18709 |
Actions (login required)
| View Item |
