PENGARUH PELAYANAN JASA PEMANDUAN DAN PENUNDAAN KAPAL PT. LANGLANG LAJU LAYANG TERHADAP KEPUASAN PENGGUNA JASA DI PERAIRAN TANJUNG TAPA

Abstract

Daryanto, Jerry. 2025. “The Effect of Ship Guidance and Delay Services on Service User Satisfaction in Tanjung Tapa Waters” This study aims to analyze the influence of pilotage and towage service quality on user satisfaction at PT. Langlang Laju Layang, operating in the Tanjung Tapa waters. These services play a vital role in ensuring the safety and smooth operation of maritime traffic, especially in high-traffic shipping lanes. The research employs a quantitative approach, with questionnaires as the primary data collection instrument. The results indicate that service quality has a positive relationship with user satisfaction. Key factors such as service timeliness, professionalism of personnel, clarity of procedures, and effective communication significantly affect users’ perceptions and experiences. Although the overall service is considered good, there are still shortcomings in the delivery of information, leading to user misunderstandings regarding procedures. Therefore, improvements in communication and coordination are recommended to enhance service quality and better meet user expectations.