PENTINGNYA KUALITAS PELAYANAN & FASILITAS GALANGAN TERHADAP KEPUASAN PELANGGAN DI BANYUWANGI

Abstract

Service quality and facilities are essential factors in enhancing company performance toward customer satisfaction. This study was conducted at PT. Blambangan Bahari Shipyard, a shipyard located in Banyuwangi that focuses on the construction and repair of fiber and wooden vessels. The purpose of this research is to explain the influence of service quality and shipyard facilities on customer satisfaction, both partially and simultaneously. To assess the extent to which service quality and shipyard facilities affect customer satisfaction, multiple linear regression analysis was employed, along with tests and ANOVA to examine the impact of these variables. The population of this study consisted of all customers of PT. Blambangan Bahari Shipyard from 2020 to 2024, with a sample of 33 customers/respondents. The results indicate that both service quality and shipyard facilities have a significant influence on customer satisfaction, both partially and simultaneously. The implications of these findings suggest that improving service quality and shipyard facilities has a positive impact on customer satisfaction, and therefore should be a priority for the company.