SHS Web Conf.
Volume 76, 2020The 1st International Conference on Social Sciences and Humanities (ICSH 2019)
|Number of page(s)
|29 April 2020
Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions
Department of Management, Faculty of Business and Economics, Petra Christian University, Jl. Siwalankerto 121–131, Surabaya, 60236, Indonesia
2 Department of Biology and Environmental Science, Linnaeus University, Stuvaregatan 4 SE-392 31 Kalmar, Sweden
* Corresponding author: email@example.com
Indonesia is a country consisting of thousands of islands surrounded with straits and seas. Along with the increasing online businesses, the number of shipping expeditions is growing as well. In order to win the competition, many shipping expeditions offer various conveniences and services. This research is testing the impact of service conveniences and service quality to customer satisfaction in shipping expedition businesses in Surabaya. The data are collected by questionnaires because this is a quantitative research. The questionnaires are distributed to 100 respondents who are selected from the consumers using a non-probability sampling technique. Then, the data are processed using a SmartPLS program to obtain the results that service convenience does not bring any effect on customer satisfaction, but service convenience has a positive significant effect on service quality and service quality also has a positive significant effect on customer satisfaction
Key words: Customer pleasure / service excellence / service suitability
© The Authors, published by EDP Sciences, 2020
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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