The purpose of this study was to prove and analyze the effect of simultaneously and partially the quality of service with the dimensions of reliability, responsiveness, assurance, empathy and tangibles on customer satisfaction at PT. Pelindo Marine Service. Explanation research type with a quantitative approach, data collection by providing a list of questions to selected respondents. This research was conducted at PT. PMS with a research population of 110 customers. Based on Slovin's formula, the number of samples was 86 people. Sampling using a sampling technique method. Data analysis used multiple linear regression, in order to analyze the effect of the independent variable service quality on the dependent variable of customer satisfaction. Hypothesis testing using F test and t test. The results of this study, simultaneously and partially the quality of service with the dimensions of reliability, responsiveness, assurance, empathy and tangibles affect customer satisfaction at PT. Pelindo Marine Service. The reliability variable is the most dominant factor influencing customer satisfaction. The magnitude of the contribution value given by the service quality variable with the dimensions of tangibles, reliability, responsiveness, assurance and empathy for customer satisfaction is 66.3%, while the remaining 33.7% is influenced by other factors.
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Setiono et al. (2022) studied this question.