ANALYSIS OF CONSUMER SATISFACTION LEVEL OF PT. PRIMA INDONESIA LOGISTICS

Elida Olivia Pangaribuan; Satria Tirtayasa; Hery Syahrial

Authors

Elida Olivia Pangaribuan Universitas Muhammadiyah Sumatera Utara
Satria Tirtayasa Universitas Muhammadiyah Sumatera Utara
Hery Syahrial Universitas Muhammadiyah Sumatera Utara

Keywords:

PT. Prima Indonesia Logistics; Consumer Satisfaction; Importance Performance Analysis

Abstract

Based on the results of the analysis and processing of the questionnaire data it was concluded that for export activities there are two factors which according to the respondents are the top priority for improvement because they are not satisfactory, namely: The ability of Prima Indonesia Logistik employees to be responsive in dealing with complaints/problems arising from customers/service users ( with a suitability level of performance and importance of 80.83%), and fast and precise container loading and unloading operator services (export service time) (with a level of suitability of performance and interests of 84.68%). The percentage of satisfaction level for export service users is 13% very satisfactory, 46% satisfactory, 40% normal, 1% unsatisfactory, and 0% unsatisfactory. As for import activities, there are three factors which according to respondents are the top priority for improvement because they are not yet satisfactory, namely: Fast, precise and friendly service and always ready to help provided by Prima Indonesia Logistics employees (with a level of conformity of performance and interests of 75%); Prima Indonesia Logistics employees to be responsive in dealing with complaints/problems arising from customers/service users (with a suitability level of performance and interests of 78.33%); and Prima Indonesia Logistics officers provide clear and easy-to-understand information about import service procedures to customers (with an 80.75% level of suitability of performance and interest). The percentage of satisfaction level for users of imported services is 4% very satisfactory, 40% satisfactory, 42% normal, 13% unsatisfactory and 1% unsatisfactory.

Downloads

Download data is not yet available.

References

S. T. H. S. N. B. Nofriza, “The Effect of Market Orientation and Product Innovation on Performance-Mediated Competitive Advantage Marketing ( Case Study of MSME Boutiq Women in Medan Market Center ),” Int. J. Appl. Financ. Bus. Stud., vol. 10, no. 1, pp. 23–30, 2022.

N. D. T. Syaifullah, Perilaku Konsumen (Studi Dalam Pemilihan Perguruan Tinggi), vol. Maret. Yogyakarta: Nuta Media, 2021.

M. M. M. H. M. A. K. U. K. D. N. M. K. A. R. T. R. K. N. M. P. U. M. Nasuka, Ekonomi Kreatif Berbasis Digital Dan Kemandirian Masyarakat. Surabaya: CV. Global Aksara Pers, 2022.

N. D. T. E. Novirsari, Perilaku Konsumen dan Pemasaran Perguruan Tinggi. Jawa Barat: Pena Persada, 202AD. [Online]. Available: http://www.surabaya.go.id/dinamis/?id=743

P. K. K. L. Keller, Manajemen Pemasaran Edisi 12. Jakarta: Erlangga, 2016.

S. Assauri, Strategic Marketing : Sustaining Lifetime Custumer Value. jakarta: rajawali pers, 2012.

S. Tirtayasa, “Marketing Strategi es Influences On SME ’ s Cluster Performance,” Int. J. Sci. Technol. Res., vol. 6, no. 06, pp. 187–191, 2017.

H. K. S. T. F. E. Trisna, “Effect Of Service Quality On Consumer Satisfaction Moderated By Government Policy During The Covid 19 Pandemic,” Int. J. Sci. Technol. Manag., vol. 3, no. 5, pp. 1314–1320, 2022.

S. Tirtayasa, “Effect Of Product Quality And Service On Customer Loyalty With Customer Satisfaction As An Intervening Variable (Study On Coffee Shop In Medan),” Int. J. Sci. Technol. Manag., vol. 3, no. 5, pp. 1438–1444, 2022, [Online]. Available: https://www.semanticscholar.org/paper/cc4a2127390a6346eae5fcd3edf89d4760ca0a32

S. Tirtayasa, “Analysis of Competitive Strategies to Improve Business Performance of Aerospace Training and Education Institute Gemilang Training Center,” Leg. Br., vol. 11, no. 2, pp. 929–943, 2022, [Online]. Available: http://www.legal.isha.or.id/index.php/legal/article/view/215%0Ahttp://www.legal.isha.or.id/index.php/legal/article/download/215/183

S. T. N. R. Hasibuan, “Influence Innovation And Quality Products To Performance Marketing Through Satisfaction Consumers As Variable Intervening On Msme Packed Beverages In The Regency Of Deli Serdang,” in Proceeding International Conference Gebyar Hari Keputeraan Prof. H. Kadirun Yahya 105 in 2022 INFLUENCE, 2022, pp. 294–309. [Online]. Available: http://www.legal.isha.or.id/index.php/legal/article/view/215%0Ahttp://www.legal.isha.or.id/index.php/legal/article/download/215/183

D. M. P. P. N. S. H. Nasib, “Optimization of Student Loyalty through Rewards and Students ’ Satisfaction as Intervening Variables,” Budapest Int. Res. Critics Institute-Journal, vol. 4, no. 2, pp. 1730–1737, 2021.

S. T. F. S. Y. A. A. Prasetya, “the Effect of Product Quality and Price on Consumer Satisfaction With Purchase Decisions As an Intervening Variabel (Case Study of Nazwa Assorted Cakes),” J. Mantik, vol. 6, no. 1, pp. 657–664, 2022.

M. Nasib, “The Effort to Increase Loyalty through Brand Image, Brand Trust, and Satisfaction as Intervening Variables,” Society, vol. 9, no. 1, pp. 277–288, 2021, doi: 10.33019/society.v9i1.303.

I. L. N. R. K. C. H. Martin, “The Role of Costumer Satisfaction in Mediating the Relationship Between Service Quality and Price on Costumer Loyalty,” Enrich. J. Manag., vol. 12, no. 1, pp. 400–411, 2021.

Sugiyono, Metode Penelitian Bisnis. Bandung: Alfabeta, 2017.

R. H. Rusiadi, Nur Subiantoro, Metode Penelitian Manajemen, Akuntansi dan Ekonomi Pembangunan (Konsep, Kasus dan Aplikasi SPSS, Eviews, Amos, Lisres). Medan: USU Press, 2014.