Analisis pengaruh kualitas jasa pelayaran terhadap kepuasan pelanggan PT Samudera Indonesia Tbk divisi United Arab Shipping Company

HARDJONO, Joy Dove, Sari Winahjoe S., Dra.,MBA

2006 | Tesis | Magister Manajemen

Penelitian ini bertujuan untuk mengetahui pengaruh dimensi kualitas jasa terhadap kualitas jasa pelayaran serta kualitas jasa pelayaran terhadap kepuasan pelanggan. Permasalahan yang diajukan adalah: Pertama, apakah dimensi kualitas jasa pelayaran yang terdiri dari variabel reliability, responsiveness, assurance, empathy, dan tangibles secara bersama-sama mempunyai pengaruh yang bermakna terhadap kualitas jasa pelayaran?. Kedua, dari varabel-variabel kualitas jasa tersebut, apakah variabel reliability mempunyai pengaruh dominan terhadap kualitas jasa pelayaran?. Ketiga, apakah kualitas jasa pelayaran berpengaruh terhadap kepuasan pelanggan PT Samudera Indonesia Tbk Divisi United Arab Shipping Company. Untuk menjawab permasalahan tersebut digunakan model analisis Regresi Linier Berganda (Multiple Regression Linear) dan analisi regresi linear sederhana (Simple Regression Linear). Hipotesis pertama mengatakan bahwa dimensi kualitas jasa yang terdiri dari variabel reliability, responsiveness, assurance, empathy, dan tangibles secara bersama-sama mempunyai pengaruh yang bermakna terhadap kualitas jasa pelayaran, dari hasil penelitian diperoleh nilai Fhitung lebih besar Ftabel dengan level of signifikan (α) sebesar 5% sedangkan dengan probabilitas lebih kecil dari 0,05. Hasil tersebut menunjukan hipotesis pertama yang diajukan dalam penelitian ini terbukti kebenarannya. Hipotesis kedua diuji dengan melihat besarnya thitung dari masing-masing variabel bebas, variabel kualitas jasa pada dimensi reliability memiliki pengaruh yang dominan terhadap kualitas jasa pelayaran. Hipotesis ketiga terbukti kebenarannya dimana kualitas jasa pelayaran berpengaruh terhadap kepuasan pelanggan PT Samudera Indonesia Tbk Divisi United Arab Shipping Company. Berdasarkan hasil analisis tersebut, maka saran-saran yang dapat diberikan adalah pertama, perusahaan harus selalu mengidentifikasikan atributatribut kualitas jasa yang dianggap penting oleh pelanggan dan berusaha meningkatkan kualitas jasa bongkar muat agar pelanggan merasa puas terhadap atribut-atribut tersebut sehingga diharapkan mereka akan menjadi pelanggan yang setia. Kedua diharapkan perusahaan dapat meningkatkan kemampuannya dalam memberikan jasa yang akurat dan dapat diandalkan kepada pelanggan.

The aim of this research is knowing how is the quality dimension influences the quality service of shipping and quality service of shipping influences to the customer satisfaction . The first problem is does the quality dimension that consist of reliability, responsiveness, assurance, empathy and tangibles variables, meaningful simultantly influences to the the quality service of shipping. Second problem is from the variables above which one is the most dominan influences to quality service of shipping. Third problem is does the quality service of shipping influences the customer satisfaction PT Samudera Indonesia Tbk United Arab Shipping Company Division. The Multiple Regression Linear and simple regression linear is used to answer those problems. The first hypothesis assumes that service quality dimension which is consist of reliability, responsiveness, assurance, empathy and tangibles have meaningful simultantly influences the service quality of shipping. The result of this research said that the Fcount is bigger than Ftable, 5 % for the level of significant (α), with probability less than 0,05. The result shows that the first hypothesis in this research is true. The second hypothesis is tested by finding the tcount of each variables. The Dimension of service quality in the reliability dimension has dominant influence to quality service of shipping. Finding of the the third hypothesis same as the first hyphotesis said that the Fcount is bigger than Ftable, 5 % for the level of significant (α), with probability less than 0,05. The result shows that the third hypothesis is true. According to the analysis result above, the suggestion that is able to be given are, first the company should always identify and increasing service quality of shipping so that the customers will be satisfied to the service quality, then the company is able to hope that the customer would be very loyal to PT Samudera Indonesia Tbk United Arab Shipping Company Division. Second, the company is requested to increase the ability to perform the promised service dependably and accurately to the customers.

Kata Kunci : Service Quality,Kepuasan Pelanggan,Perusahaan Pelayaran,Kualitas Layanan, Shipping, Service Quality, Reliability, Customer Satisfaction