The Influence of Service Quality and Facilities on Satisfaction is Mediated by Trust at the Port of Indonesia (Persero) Benoa Branch
DOI:
https://doi.org/10.52909/jbemk.v4i2.171Keywords:
Quality of Service, Facilities, Satisfaction, TrustAbstract
Research purposesThis is to find out and analyze the influence of service quality and facilities on satisfaction mediated by trust at the Benoa Branch of the Indonesian Port (Persero). Research methodsThis research approach uses a quantitative approach which uses numbers and statistics in collecting and analyzing measurable data. The number of samples for this research was 68 passengers at Benoa Harbor. This research is quantitative research that uses a questionnaire as a data collection tool. This research uses Partial Least Squares – Structural Equation Modeling (PLS-SEM).Analysis resultsSeveral conclusions were obtained in this research, namely that Service Quality has a significant positive effect on Benoa Port Passenger Trust. Facilities have a significant positive effect on Benoa Port Passenger Trust. Service Quality has a significant positive effect on Benoa Port Passenger Satisfaction. Facilities have no significant positive effect on Benoa Port Passenger Trust. Trust has a significant positive effect on Benoa Port Passenger Satisfaction. Service Quality has a significant positive effect on Satisfaction through Benoa Port Passenger Trust. Facilities have a significant positive effect on satisfaction through Benoa Port Passenger Trust.
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