Building Service Quality Standards Of PT Pelindo 4 Makassar New Port With A Servqual Approach

Evan Hendy Pradana; Agus Abdurrahman

Evan Hendy Pradana Faculty of business and Economics Indonesian Islamic University
Agus Abdurrahman Faculty of business and Economics Indonesian Islamic University

Keywords: Service quality; Tangibles; Reliability; Responsiveness; Assurance; Empathy

Abstract

PT PELINDO 4 Makassar New Port strives to build service quality standards by implementing the Servqual (service quality) approach. Servqual is applied including the dimensions of physical evidence (tangibles), reliability, responsiveness, assurance and empathy. This research aims to innovate in building service quality standards through the Servqual approach. This research uses a qualitative approach with a descriptive model through observation. The technique for collecting and collecting data to design this research was carried out using the interview method with 4 employees as respondents who participated in work at the company.

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