Abstract:
This study aims to analyze the influence of the implementation of Single Submission
(SSm) Pengangkut on customer satisfaction at PT Pertamina Trans Kontinental, Tanjung
Priok Branch. Along with the digital transformation in the maritime sector, the use of SSm
Pengangkut is expected to accelerate the ship clearance service process. The research
method used is quantitative with simple linear regression analysis techniques. Data were
collected through questionnaires distributed to respondents who are customers of the
company. The results showed that the implementation of SSm Pengangkut has a positive
and significant influence on customer satisfaction. This is evidenced by a significance
value of 0.000 < 0.05 and a tcount value of 2.302 > ttable 2.014. The correlation coefficient
(r) of 0.871 indicates a very strong relationship between the two variables. In addition,
the R Square value of 0.758 indicates that the SSm Pengangkut variable contributes
75.8% to customer satisfaction, while the remaining 24.2% is influenced by other factors
outside this study. The conclusion of this study is that the better the implementation of
SSm Pengangkut, the higher the level of customer satisfaction at PT Pertamina Trans
Kontinental, Tanjung Priok Branch.
