PENGARUH INFRASTRUKTUR, BIAYA DAN JADWAL PERJALANAN TERHADAP KEPUASAN DAN KINERJA PELABUHAN RANAI
DOI:
https://doi.org/10.34127/jrlab.v14i3.1685Keywords:
Port Infrastructure, Operational Costs, Schedule ReliabilityAbstract
This study aims to analyze the influence of infrastructure, service costs, and itinerary on customer satisfaction and operational performance at Ranai Port, a strategic feeder port in the Riau Islands Province. This study uses a quantitative approach, with data collected through a survey of 250 respondents who are users of port services. The analysis results indicate that adequate infrastructure, competitive service costs, and itinerary have a significant influence on customer satisfaction. In addition, customer satisfaction acts as a mediating variable that strengthens the influence of these factors on port operational performance. This study fills a gap in the literature by providing new insights into the management of regional feeder port services in remote areas. The results also offer strategic recommendations for port managers to improve operational efficiency, customer satisfaction, and port competitiveness, thereby contributing more to the local and regional economy.
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