Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Vendor di Shared Service Unit PT. Pelabuhan Indonesia I (Persero)

PT Pelabuhan Indonesia I or often called Pelindo I is one of the Indonesian State-
Owned Enterprises (BUMN) which is engaged in port services. Pelabuhan
Indonesia I provides Port & Maritime Services that are Reliable & Integrated
with Industrial Estates to Support Indonesian & Global Logistics Networks by
Maximizing the Economic Benefits of the Malacca Strait. This study aims to
determine the effect of service quality and trust on vendor satisfaction in the
Shared Service unit of PT. Pelabuhan Indonesia I (Persero). This research was
conducted from April 2021 to October 2021. The population in this study were
vendors from Shared Service PT. Pelabuhan Indonesia I (Persero). Determination
of the sample using the Slovin formula, so that a sample of 96 respondents was
obtained. Sources of data came from respondents who were collected through
questionnaires. This study uses quantitative data that is processed with SPSS
version 20 with multiple linear regression analysis model. The results showed that
service quality and trust simultaneously had a positive and significant effect on
vendor satisfaction at the Shared Service unit of PT. Pelabuhan Indonesia I with
the value of service quality variable Fcount of 8,494 while Ftable of 3,091, with a
significance value of 0.000. In addition, the partial effect also shows that each
variable has a positive and significant effect on vendor satisfaction. The service
quality variable has a greater influence with a regression of 0.409, the results of
the partial significant test of tcount are 2.794 while ttable is 2.629 and significant
is 0.006. Furthermore, the trust variable with regression 0.294, the results of
tcount are 2.686 while ttable is 2.629 and significant is 0.009, then service quality
and trust have a positive and partially significant effect on vendor satisfaction at
Shared Service PT. Pelabuhan Indonesia I (Persero). Overall, it was concluded
that these two variables contributed 46.4% to vendor satisfaction, while the other
53.6% were influenced by other factors outside the research model. Thus there is
a close relationship between vendor satisfaction at Shared Service PT. Pelabuhan
Indonesia I (Persero) with quality service and trust.
Keywords: service quality, trust, vendor satisfaction