Abstract:
Ship pilotage and towage services play a highly strategic role in ensuring maritime safety
and operational efficiency within port areas. This study aims to analyze the performance
of Radio Operators (RO) in supporting pilotage and towage services, and to identify the
factors causing errors in delivering operational information at the PT. Satya Amertha
Havenport Terminal, Kolonodale Waters, Central Sulawesi. The research methodology
deployed is a descriptive qualitative approach. Data collection was conducted through
direct field observation during the shore assignment period (August 5, 2024, to July 31,
2025) at PT. Usaha Bersama Maritim, in-depth interviews with key informants (Radio
Operators, pilots, tugboat captains, and shipping agents), and documentation studies of
Standard Operating Procedures (SOPs) and port logbooks. Sample selection was carried
out using purposive sampling. The results indicate that the performance of Radio
Operators has not been optimal. The primary obstacles identified include a high
operational workload due to a shortage of personnel, occurrences of miscommunication
or delays in transmitting critical information to pilots and tugboats, and the absence of
routine performance monitoring and evaluation. These conditions lead to vessel queuing
and prolonged towage operational times. This study recommends that the company
increase the number of Radio Operators, conduct periodic maritime communication
training, implement mandatory confirmation procedures, and carry out regular response-
time performance evaluations to enhance the overall quality of vessel services.
