Analysis Of Service Quality, Price And Container Distribution On Competitive Advantage Through Consumer Excellence At PT. Evergreen Shipping Agency Indonesia Makassar Branch

(1) * Hasniaty Hasniaty Mail (Universitas Fajar, Indonesia)
(2) Glorya Martzella Noija Mail (Universitas Fajar, Indonesia)
(3) Nasir Hamzah Mail (Universitas Fajar, Indonesia)
(4) Gunawan Bata Ilyas Mail (STIE AMIKOP Makassar, Indonesia)
(5) Yohannes Johny Soetikno Mail (Universitas DIPA Makassar, Indonesia)
*corresponding author

Abstract


This  research  was  conducted  at  PT.  Evergreen  Shipping  Agency  Indonesia Makassar branch as a container transportation and shipping company. The purpose of this study is to analyze the effect of service quality, price and distribution on competitive advantage through customer satisfaction. The population in this study are all consumers or exporters who use the services of PT Evergreen Shipping Agency Indonesia Makassar branch with saturated sampling or the entire population. The data collection instrument was in the form of a questionnaire distributed via google form, using quantitative analysis using the SmartPLS method. This study proposes ten (10) hypotheses, eight of which have a significant effect and three are not significant. The results of the study found (1) Service Quality has no significant effect on Consumer Satisfaction. (2) Price has a significant effect on Consumer Satisfaction, (3) Container Distribution has a significant effect on Consumer Satisfaction, (4) Consumer Satisfaction has no significant effect on Competitive Advantage, (5) Service Quality has no significant effect on Competitive Advantage, (6) Price has an effect significant effect on Competitive Advantage, (7) Container Distribution has a significant effect on Competitive Advantage, (8) Service Quality has no significant effect on Competitive Advantage through Consumer Satisfaction, (9) Price has a significant effect on Competitive Advantage through Consumer Satisfaction, (10) Container Distribution has an effect on significant impact on Competitive Advantage through Customer Satisfaction

Keywords


Container Distribution, Consumer Satisfaction, Competitive Advantage Price, Service Quality

   

DOI

https://doi.org/10.29099/ijair.v6i1.2.616
      

Article metrics

10.29099/ijair.v6i1.2.616 Abstract views : 302 | PDF views : 59

   

Cite

   

Full Text

Download

References


Adamson, K. A., & Prion, S. (2013). Reliability: measuring internal consistency using cronbach's α, Clinical Simulation in Nursing, 9, p. 179-180.

Apriyani, D.A. (2017). The Effect of Service Quality on Consumer Satisfaction. Essay. Brawijaya University

Arikunto., Suharsimi. (2010). Research procedure: a practical approach. Jakarta: Rineka Cipta.

Asnawai, A. (2017). Servqual, Model of Customer Satisfaction in Loading and Unloading Services and Emkl (Study at P.T Sarana Bandar Nasional Surabaya).

Budihardjo, A. (2014). Organization Towards Achievement of Optimum Performance.Jakarta: Prasetya Mulya Publishing.

Dea. R., Anti F. (2019). Analysis of the Effect of Price, Corporate Image and Service Quality on Customer Satisfaction in Cargo Shipping Services at PT. Serasi Shipping Indonesia Semarang Branch.

Firmansyah, M. A., & Rosmaniar, A. (2015). The Effect of Marketing Mix on Consumer Purchase Decisions for Honda Motorcycles in Surabaya. Balance, 12(02).

Fraenkel, J. L., Wallen, N. E., & Hyun, H. H. (2012). How to design and evaluate research in education eighth edition. New York: McGraw Hill.

Jelcic, Sandra. (2014). "Managing Service Quality to Gain Competitive Advantage in Retail

Environment". Vol 3. p.. 185. Retrieved 27 February 2016 from Tem Journal.

Lestari, A.D. (2019). The Effect of Service Quality, Price, and Trust on Customer Satisfaction at PT. Global Jet Express (J&T) Surabaya, p. 17-19

Lisnasari, N., Rudi, A., & Pratiwi, D. (2016). Analysis of the Effect of Timeliness Factors and Rates for Delivery of Goods or Services on Customer Satisfaction (Case Study at PT. Kerta Gaya Pusaka).

Nitbani, Paul. (2016). Economy Weakens Shipping Industry Slumps. www. beritasatu.com (11 July 2016).

Parasuraman, A. (2014). The Behavioral Consequences Of Service Quality. New Jersey: Prentince Hall.

Robert K. Y. (2014). Case Studies, Design & Methods. Jakarta: PT. King of Grafindo Persada. Rusdiana. (2015), Telex Release, Surrender and Original Bill of Lading (B/L)

Streiner, D. L. (2003). Starting at the beginning: an introduction to coefficient alpha and internal consistency, Journal of Personality Assessment, 80 (1), p. 99- 103.

Sugiyono. (2014). Statistics for research. Bandung: Alphabet.

Sugiyono. (2016). Quantitative Research Methods, Qualitative, and R&D. 23rd Printing. ALPHABETA, CV. Bandung

Tavakol, M. & Dennick, R. (2011). Making sense of cronbach's alpha, International Journal of Medical Education, 2, p. 53-55.

Main, D. N. (2017). Decision Support Systems: Philosophy, Theory and Implementation . Garudhawaca Publisher.

Wicaksono, A. P. (2019). The Influence of Service Quality, Price and Trust on Customer Satisfaction at PT. Earth Maritime Gemilang EMKL.

Zakaria, M.H. (2015). The Influence of Product Quality, Service Quality, and Price on Customer Satisfaction at PT. Tiki Line Nugraha Ekakurir (JNE) Semarang Region. Journal of the S1 management study program, Faculty of Business Economics, Dian Nuswantoro University, Semarang..




Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

________________________________________________________

The International Journal of Artificial Intelligence Research

Organized by: Departemen Teknik Informatika
Published by: STMIK Dharma Wacana
Jl. Kenanga No.03 Mulyojati 16C Metro Barat Kota Metro Lampung
phone. +62725-7850671
Fax. +62725-7850671

Email: jurnal.ijair@gmail.com

View IJAIR Statcounter

Creative Commons License
This work is licensed under  Creative Commons Attribution-ShareAlike 4.0 International License.