Publication Date: 2023/07/04
Abstract: - Customer satisfaction is an obligation that must be given by a company engaged in services. Currently, researchers feel challenged to find out what factors affect customer satisfaction, especially in the customs process of marine import cargo. Therefore, researchers want to know from three research factors with a total research sample of 30 customers. Data was collected through questionnaires on question sheets with a tested Likert scale model. The data analysis method used in this study is the path analysis method. The results of the first study, it was concluded that the quality of service has a direct effect on customer satisfaction. Facilities have a direct effect on customer satisfaction. Trust has a direct effect on customer satisfaction.
Keywords: Quality of Service, Facilities, Trust and Customer Satisfaction.
DOI: https://doi.org/10.5281/zenodo.8112536
PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT23JUN644.pdf
REFERENCES