Abstract:
Mustika Dewi, Sofiandri, 2025. “The Influence of SEHATI Application Usage on
Customer Satisfaction at the Sub-Directorate of Dredging and Reclamation.”
Digital transformation in public service delivery has become a strategic priority for the
Indonesian government to enhance efficiency, transparency, and accountability. One of
the key implementations is the launch of the SEHATI Application (Sistem Elektronik
Perhubungann Laut Terintegrasi) by the Directorate General of Sea Transportation, aimed
at facilitating online services for dredging and reclamation activities. This study
investigates the influence of the SEHATI application on customer satisfaction at the SubDirectorate of Dredging and Reclamation. The research employed a quantitative approach
with a survey method using structured questionnaires distributed to 35 users of the
SEHATI application. The research instrument was developed based on indicators
including web server performance, user interface design, and internet connectivity.
Customer satisfaction variables were measured through dimensions such as expectations,
service performance, user experience, and loyalty. Data were analyzed using descriptive
statistics, validity and reliability tests, and simple linear regression analysis. The results
showed a significant positive influence between the use of the SEHATI application and
customer satisfaction, with a coefficient of determination (R²) of 0.392. This indicates
that 39.2% of the variation in customer satisfaction can be explained by the effectiveness
of the application. These findings emphasize the importance of system reliability, ease of
navigation, and quick access in shaping users’ positive perceptions of digital public
services.This study is expected to serve as a reference for government institutions in
improving the quality of electronic service systems and refining application designs to be
more user-centric and satisfaction-oriented.
