FAQIH DIMAS SURYADI, . (2025) PENGARUH KETERLAMBATAN INFORMASI MAINTENANCE DAN MINIMNYA PELAYANAN KONSULTASI & PENGADUAN TERHADAP KEPUASAN PENGGUNA SISTEM INAPORTNET DI KSOP UTAMA TANJUNG PRIOK. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Kualitas layanan sistem Inaportnet di KSOP Utama Tanjung Priok menjadi perhatian seiring ditemukannya kendala seperti keterlambatan informasi maintenance serta minimnya pelayanan konsultasi dan pengaduan. Masalah-masalah tersebut berdampak pada tingkat kepuasan pengguna sistem, terutama di tengah tuntutan efisiensi dan digitalisasi layanan kepelabuhanan. Penelitian ini menggunakan metode kuantitatif dengan pendekatan survei melalui kuesioner terhadap 60 responden yang merupakan pengguna aktif sistem. Teknik analisis yang digunakan meliputi uji validitas, reliabilitas, asumsi klasik, regresi linear berganda, uji t, uji f, serta uji koefisien determinasi. Hasil penelitian menunjukkan bahwa kedua variabel independen berpengaruh signifikan secara simultan terhadap kepuasan pengguna, dengan nilai F hitung 14,972 dan signifikansi < 0,001. Secara parsial, variabel keterlambatan informasi maintenance (X₁) berpengaruh signifikan dengan nilai t hitung 2,449 dan variabel minimnya pelayanan konsultasi & pengaduan (X₂) juga signifikan dengan nilai t hitung 2,389, masing-masing melebihi t tabel 2,002, sehingga bisa disimpulkan masing-masing dari variabel X1 dan variabel X2 berpengaruh terhadap kepuasan pengguna (Y). Nilai Adjusted R² sebesar 56,1% menunjukkan bahwa pengaruh gabungan kedua variabel menjelaskan sebagian besar variasi pada kepuasan pengguna. Dengan demikian, peningkatan kualitas pemberitahuan maintenance dan responsivitas layanan pengaduan sangat diperlukan untuk meningkatkan kepuasan pengguna Inaportnet di lingkungan KSOP Tanjung Priok. Kata Kunci: Inaportnet, Kepuasan Pengguna, Informasi Maintenance, Konsultasi dan Pengaduan ***** The quality of the Inaportnet system service at Tanjung Priok's Main Port Authority (KSOP Utama) has become a concern, as challenges such as delayed maintenance information and minimal consultation and complaint services have been identified. These issues have impacted user satisfaction, particularly amidst demands for efficiency and digitalization of port services. The research employed a descriptive quantitative method using a survey approach via questionnaires distributed to 60 active system users. Data were analyzed using validity and reliability tests, classical assumption tests, multiple linear regression, t-test, F-test, and coefficient of determination analysis with SPSS version 27. The results indicate that both independent variables significantly influence user satisfaction simultaneously, as shown by an F-value of 14.972 and a significance level of < 0.001. Partially, delayed maintenance information (X₁) has a significant effect with a t-value of 2.449, and lack of consultation and complaint services (X₂) also shows significance with a t-value of 2.389—both exceeding the critical t-table value of 2.002. The adjusted R² value of 56.1% indicates that the combined influence of both variables accounts for the majority of the variance in user satisfaction. These findings suggest that improving the timeliness and clarity of maintenance notifications, along with enhancing the responsiveness of the complaint service, is essential for increasing user satisfaction with the Inaportnet system at KSOP Tanjung Priok. Keywords: Inaportnet, User Satisfaction, Maintenance Information, Consultation, Complaints
Item Type: | Thesis (Sarjana) |
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Additional Information: | 1). Kencana Verawati, S.S.T., M.M.Tr. ; 2). Dr. Winoto Hadi, M.T. |
Subjects: | Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi |
Divisions: | FT > D IV Manajemen Pelabuhan dan Logistik Maritim |
Depositing User: | Faqih Dimas Suryadi . |
Date Deposited: | 29 Jul 2025 08:16 |
Last Modified: | 29 Jul 2025 08:16 |
URI: | http://repository.unj.ac.id/id/eprint/56916 |
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