Abstract
Indonesia as a maritime country where sea transportation plays an important role and strategic position in mobilizing the movement of goods and services, where international trade activities in this case exports and imports use sea transportation. PT. Container Maritime Activities (CMA) Indonesia, based in Jakarta, is an agency shipping company engaged in container shipping, in other words, having its own containers. In economic activity, it cannot be separated from the import process, because imports are a reflection of a country's economic sovereignty, whether goods and services made in the country are still the masters in their own country. A country imports because it experiences a deficiency (lack/failure) in carrying out the production of goods and services for the consumption needs of its population. In this case the Delivery Order (DO) document is required by the importer to remove the goods from the container terminal terminal
Highlights
Service quality is a unique phenomenon, because its dimensions and indications can differ among the people seen in the service
Container Maritime Activities (CMA) Indonesia, based in Jakarta, is an agency shipping company engaged in container shipping, in other words, having its own containers
The results of the analysis of the dimension of the variable that has the highest average score for the service quality variable is the dimension of assurance with an indicator of the Import officer of PT
Summary
Service quality is a unique phenomenon, because its dimensions and indications can differ among the people seen in the service. According to Azwar, to overcome the above differences, what should be used as a guide is the basic essence of service delivery, namely meeting the needs and demands of service users (Azwar, 1996). Customer satisfaction is considered as a person's feeling of pleasure or disappointment that is experienced after comparing the perception of the performance or results of a product with his expectations. Good service quality is very important and very influential, without the right service the product will be less attractive to consumers. Container Maritime Activities (CMA) Indonesia, based in Jakarta, is an agency shipping company engaged in container shipping, in other words, having its own containers
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