PENGARUH IMPLEMENTASI SERVICE LEVEL AGREEMENT (SLA) TERHADAP INDEKS KEPUASAN PENGGUNA JASA PEMANDUAN DAN PENUNDAAN KAPAL OLEH PT LANGLANG LAJU LAYANG CABANG WEDA

Abstract

This research aims to identify the factors causing suboptimal implementation of performance standards and service time within the Service Level Agreement (SLA). Furthermore, it evaluates how the quality of pilotage services and infrastructure (sarpras) affects the satisfaction index of service users at PT Langlang Laju Layang, Weda Branch, which is currently considered less than optimal. The study employs a quantitative approach, utilizing numerical measurements, formulas, and statistical data to test hypotheses and draw conclusions. The population consists of 73 ship pilotage and towing service users, with a sample of 42 respondents determined using the Slovin formula. The results indicate that the implementation of the Service Level Agreement (SLA) has a very strong, positive, and significant influence on the User Satisfaction Index, with a correlation coefficient of 0.804. The analysis shows that SLA implementation contributes 64.6% to customer satisfaction, where any improvement in standard service quality directly and significantly increases the satisfaction index. These findings are supported by valid and reliable data, as well as hypothesis testing confirming that consistent service standards are the primary key to meeting user expectations in the ship pilotage and towing sector.