Track: Case Studies

Abstract

This study analyzes service quality improvement with education and training, professionalism, and teamwork as a mediating variable at the Main Kesyahbandaran Makassar office. The sampling technique was purposive sampling. The total population is 263 employees and the final sample obtained is 120 samples. The analysis tool used is path analysis using SPSS version 23.0 software. The results showed that 1) Education and training have a positive and significant effect on the Employee Team Work at the Main Kesyahbandaran Makassar City Office; 2) Professionalism has a positive and significant impact on the Main Kesyahbandaran Main Employee Team; 3) Education and training are not substantial for improving service quality at the Main Office of the Harbormaster; 4) Professionalism has a positive and significant effect on improving service quality at the Main Office of the Harbourmaster; 5) The Main Kesyahbandaran Utama Staff Team does not significantly improve the service quality of the Main Kesyahbandaran Office; 6) The direct effect of education and training on improving service quality is not significant, and 7) The immediate effect of professionalism on improving service quality is positive and significant.