PASSENGER SATISFACTION ON THE SERVICE QUALITY AND THE PSBB POLICY DURING COVID-19 PANDEMIC

Abstract

The purpose of this research is to know the quality of service and the PSBB policy in relation to the satisfaction of ship passengers in Port of Tanjung Priok during the COVID-19 pandemic. The research uses descriptive quantitative method. The data derived collection technique is the dissemination of a questionnaire or poll. Data analysis techniques use multiple linear regression analysis with a coefficient of determination (R2). The research was conducted at the Nusantara passenger Terminal located in Tanjung Priok North Jakarta in June 2020. The subject in this research is all passengers aboard the ships and vehicles crossing in the Nusantara passenger Terminal at the port of Tanjung Priok. The total research samples is 100 respondents, using the Random Sampling technique. The results of this research show that the service quality has a significant influence on customer satisfaction with the known value of R square output of 0.645. It means that the variables X1 and X2 simultaneously influence variable Y by 64.5%.