PENGARUH IMPLEMENTASI SINGLE SUBMISSION (SSm) PENGANGKUT TERHADAP KEPUASAN PELANGGAN PT PERTAMINA TRANS KONTINENTAL CABANG TANJUNG PRIOK

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.