PENGARUH SERVICESCAPE TERHADAP SERVICE PERFORMANCE DAN CUSTOMER SATISFACTION PADA PELABUHAN KELAS IV PELINDO I CABANG RENGAT, KABUPATEN INDRAGIRI HULU, PROVINSI RIAU

Abstract

The study conducted in Pelindo I Rengat branch or known as Pelabuhan
Rengat. The purpose is to know the direct and indirect influence of servicescape
towards customer satisfaction through service performance as the mediating variable.
Population are port users of Pelabuhan Rengat consists of 73 users. Samples taken by
census to all port users of Pelabuhan Rengat. Variables used are servicescape as
exogenous, customer satisfaction as endogeneus, and service performance as the
mediating variable. Data analyzed by using descriptive and SEM-PLS that assisted by
WarpPLS 5.0. The study reveals that servicescape significantly influences service
performance, but not significantly towards customer satisfaction. Service performance
has significant influence towards customer satisfaction. Servicescape has indirect
influence towards customer satisfaction mediated by service performance. Optimizing
the quality of servicescape and enhancing the service performance may potentially
improve port user’s satisfaction.