The Effect of Loading and Unloading Speed on the Quality of Transportation Services
This paper is about the factors that affect customer satisfaction with regards to loading and unloading services. This study analyzes the loading and unloading service speed factors, facilities and equipment, and employee care (empathy) to customer satisfaction. The factors are used in determining the quality of transportation services to the community so that it is known whether the loading and unloading has been carried out optimally or not. And it can be improved for further transportation service improvements.
Keywords: Loading and Unloading Service, Speed, Facilities
 Sulistyowati, A. and Mulatsih, R. (2016). Passenger Satisfaction Study of the Kamandaka Train. Purwokerto: Semarang-Purwokerto Department.
 Anfas, A. and Zainuddin, Z. (2018). Swot Implementation in Educational Institutions in Increasing the Gross Enrollment Rate. Journal of Organization and Management, vol. 14, issue 1, doi: 10.20885/vol14ino1pp82-93.
 Anggraini, W. S., Haryono, A. T. and Hasiolan, L. B. (2016). Influence of Customer Relationship Marketing, Service Quality and Corporate Image of The Customer Retention Graha Candi Golf Semarang (With Satisfaction as an Intervening Variable). Journal of Management, vol. 2, issue 2, p. 527
 Arianto, N. (2017). The Influence of Service Quality, Price and Satisfaction on Patient Loyalty (Case Study of Outpatients of Premier Bintaro Hospital). Journal of Organization and Management, vol. 13, issue 1, pp. 1-9.
 Aryani, D. and Rosinta, F. (2010). Effect of Service Quality on Customer Satisfaction in Forming Customer Loyalty. Business & Bureaucracy. Journal of Administration and Organization, vol. 17, issue 2, pp. 114–26.
 Ferdinand, A. (2014). Management Research Methods. Research Guidelines for Writing Thesis, Thesis and Economics Dissertation. Semarang: Diponegoro University Publishing Agency.
 Giovanis, A. N., Zondiros, D. and Tomaras, P. (2014). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Singapore: Procedia.
 Hadiyati, E. (2014). Service Quality and Performance of Public Sector: Study on Immigration Office in Indonesia. International Journal of Marketing Studies, vol. 6, issue 6, pp. 104–18.
 Handajani, M. and Janto, Y. (2015). Level of Customer Satisfaction with Loading-Unloading Services at Semarang Container Terminals. Journal of Transportation, vol. 15, issue 1, pp. 21–30.
 Husna, S. and Syukri, A. (2014). Application of Customer Satisfaction Index (CSI) and Gap Analysis on Service Quality of Trans Jogja. Industrial Engineering Scientific Journal, vol. 13, issue 2, pp. 103–11.
 Ghazali, I. (2011). Multivariate Analysis Application with SPSS Program. Semarang: Diponegoro University Publishing Agency.
 Kiran, K. and Diljit, S. (2011). Antecedents of Customer Loyalty: Does Service Antecedents of Customer Loyalty: Does Service Quality Suffice 1?. Malaysian Journal of Library and Information Science, vol. 16, issue 2, pp. 95–113.
 Susilowati, L. (2009). Building Service Attractiveness and Brand Reputation through Quality Service and Market alliances at EMKL Companies. Journal of Economics and Business Research, vol. 9, issue 1, pp. 1–9.
 Mauri, A. G., Minazzi, R. and Muccio, S. (2013). A Review of Literature on the Gaps. Model on Service Quality: A 3-Decades Period: 1985–2013. International Business Research, vol. 6, issue 12, pp. 134–45.
 Mulatsih, R. (2018). Manajemen Kualitas Pelayanan Transportasi Laut dalam Meningkatkan Kepuasan Pelanggan Pada Jasa Bongkar Muat. Jurnal Organisasi dan Manajemen, vol. 14, issue 2, pp. 151-160.
 Nazwirman, N. (2018). The Effect of Perceived Service Quality Performance and Customer Value on Repurchase (Studies on the Transjakarta Busway). Journal of Organization and Management, vol. 14, issue 1, pp. 52-66.
 Sudjatmiko, F. D. C. (2006). Container Transportation System. Jakarta: Publisher Juniku Pustaka.
 Sugiono. (2010). Quantitative Research Methods, Qualitative and R & D. Bandung: Alfabeta.
 Darmanto, S. (2017). Analysis of the Effect of Service Quality and Export Facilities on Customer Satisfaction and Loyalty of Containership Regional Container Line (RCL) Semarang. Media Economics and Management, vol. 32, issue 2, pp. 137–53.
 Suyono. (2005). Shipping Intermodal Transport Export Import. International Freight Shipping Export Import. Jakarta: PPM Ikapi.