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Affiliations
Nur Rohmah
Tata Laksana Angkutan Laut dan Kepelabuhan, Politeknik Ilmu Pelayaran Semarang
How to Cite
How Port Service is Important for Logistic Companies? Examining Role of Service Ambidexterity and Service Agility
Vol 11 No 3 (2022): Management Analysis Journal
Submitted: Sep 30, 2022
Published: Sep 30, 2022
Abstract
Business dynamics and development demand that one of the infrastructures in shipping goods by sea, namely the Port, can improve the quality of its services. Improving service quality can be done by establishing ambidexterity services and agility
services. This research elaborates on the effect of ambidexterity and agility services
on customer satisfaction through port service performance. The sample used is 183
service users companies engaged in logistics; therefore, this study analyzes the business-to-business (B2B) relationship. The novelty of this study is to analyze the variables regarding port services to determine their effect on service user satisfaction.
The study's results found that service ambidexterity positively affected performance
and satisfaction. The research also proved that service agility affected performance
and satisfaction. The study found that performance partially mediated service ambidexterity and service agility on service user satisfaction.