Effect of Service Quality on Passenger Satisfaction KMP Sangke Palangga at the Port of Bira-Jampea-Labuan Bajo

Abstract

This study aims to determine KMP passenger satisfaction. Sangke Palangga at the Bira-Jampea-Labuan Bajo Ferry Port PT. ASDP Indonesia Ferry (Persero) during the Covid-19 Pandemic. This study uses a quantitative descriptive approach. The population of this study was all KMP passengers. Sangke Palangga at the Bira-Jampea-Labuan Bajo crossing port of PT. ASDP Indonesia Ferry (Persero) Selayar branch totaling 14,736 people taken from 2020 - 2021. The sample in this study was 100 people using a data collection technique that was carried out by distributing questionnaires. The data analysis technique used is multiple linear regression analysis using Statistical Product Service Solution (SPSS) version 13 The results of this study indicate that the physical evidence variable has a partially negative and significant effect on passenger satisfaction. The reliability variable has a positive and significant effect partially on passenger satisfaction. The responsiveness variable has a positive and significant effect partially on passenger satisfaction. The assurance variable has a positive and significant effect partially on passenger satisfaction. The empathy variable has a positive and significant effect partially on passenger satisfaction. The variables of physical evidence, reliability, responsiveness, assurance, and empathy have a positive and significant effect simultaneously on passenger satisfaction.