Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions

Reynaldo Reynaldo, Widjojo Suprapto, Yahya Jani, R. Kala Mahaswa, J. Burlakovs, R.H. Setyobudi
2020 SHS Web of Conferences  
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
more » ... ires 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
doi:10.1051/shsconf/20207601043 fatcat:rkd3xpvdzzccpbdvogja63ig2i