PENGARUH FASILITAS PERALATAN BONGKAR MUAT DAN KINERJA PELAYANAN TERHADAP KEPUASAN PENGGUNA JASA PADA TERMINAL PETI KEMAS KOJA

Abstract

Pratama, Ahmad Yudha. 2025. "The Influence of Cargo Handling Equipment Facilities and Service Performance on Customer Satisfaction at Koja Container Terminal." This study aims to determine the influence of cargo handling equipment facilities and service performance on customer satisfaction at the Koja Container Terminal. The main issue in this research is based on customer complaints related to waiting time, unresponsive services, and limited cargo handling equipment that affects the efficiency of service processes. This research uses a quantitative method with a descriptive and associative approach. Data collection was carried out by distributing questionnaires to 30 respondents who are service users at Koja Container Terminal. The independent variables in this study are cargo handling equipment facilities (X₁) and service performance (X₂), while the dependent variable is customer satisfaction (Y). Validity and reliability tests were conducted to ensure the quality of the research instruments. The data were analyzed using multiple linear regression, t-test, and F-test to determine the partial and simultaneous effects of the variables. The results show that, partially, both cargo handling equipment and service performance have a significant influence on customer satisfaction. Simultaneously, the two independent variables have a positive and significant influence on customer satisfaction with a coefficient of determination value of 79,6%. This indicates that the quality of handling facilities and operational services contributes significantly to improving customer satisfaction. Therefore, increasing the number and quality of handling equipment, along with the development of a more responsive service system, is recommended to improve terminal performance.