Investigation of Customer Satisfaction on Integrated Management Transportation Services Toll Road, Port and Ferry Ship Java-Sumatra

Abstract

The purpose of this research is to determine the direct effect of trust, perceived price, service quality on customer satisfaction for Java-Sumatera Toll Road, Merak-Bakauheni Port and Ferry customer. Also the indirect effect between trust, perceived price, service quality on customer satisfaction through trust, perceived price, service quality. This research uses quantitative method. Sample of 200 Java-Sumatera Toll Road, Merak-Bakauheni Port and Ferry user who have used the services two times in the past year was collected using survey method with questionnaire as an instrument. Data analysis uses SPSS 22 version and SEM from LISREL 8.8 version. The results suggest that trust, price perception and service quality have a significant and positive influence on customer satisfaction. Service quality does not have significant influence on customer satisfaction through price perception, Service quality has significant influence on customer satisfaction through trust, Trust has significant influence on customer satisfaction through price perception, Trust has significant influence on customer satisfaction through service quality, Price perception does not have significant influence on customer satisfaction through service quality and Price perception has a positive and significant influence on customer satisfaction through trust.