Abstract:
Ramadhani, Affan. 2025. " The Influence of Ship Availability on User Satisfaction of
Ship Charter Services at PT World Sources Indonesia”
This study aims to analyze the effect of vessel availability on customer satisfaction in
ship charter services at PT World Sources Indonesia, a company engaged in maritime
logistics and vessel chartering. The research is motivated by the critical role of ship
operators in connecting shipowners and charterers, as well as the increasing demand for
vessel rental services due to the high cost of vessel acquisition. A quantitative descriptive
method was used, with data collected through questionnaires distributed to 63
respondents who are service users at PT World Sources Indonesia. The study examines
five key dimensions of vessel availability—namely fleet quantity and type, vessel
condition, provisioning time, rental management, and service coverage—and correlates
them with user satisfaction variables. The findings show that vessel availability,
particularly in terms of prompt delivery and vessel variety, significantly affects customer
satisfaction. Conversely, rental contract management was the weakest influencing factor.
The study concludes that better vessel availability leads to higher customer satisfaction.
Recommendations include increasing the number of vessels, digitalizing the booking and
contract processes, and improving customer service responsiveness to maintain and
enhance customer satisfaction.
