PENGARUH KUALITAS LAYANAN OPERASIONAL DEPO PETIKEMAS TERHADAP LOYALITAS PELANGGAN DI PT. AIRIN (INDONESIAN AIR & MARINE SUPPLY)

TESAR AGNIA ARIFIAN, . (2026) PENGARUH KUALITAS LAYANAN OPERASIONAL DEPO PETIKEMAS TERHADAP LOYALITAS PELANGGAN DI PT. AIRIN (INDONESIAN AIR & MARINE SUPPLY). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan operasional depo petikemas terhadap loyalitas pelanggan pada PT. AIRIN (Indonesian Air & Marine Supply). Latar belakang penelitian didasarkan pada meningkatnya volume arus petikemas yang berpotensi memengaruhi kinerja operasional dan berdampak pada persepsi serta loyalitas pelanggan. Objek penelitian adalah layanan operasional depo petikemas lini 2 PT. AIRIN dengan periode penelitian Februari hingga Desember 2025. Penelitian menggunakan pendekatan kuantitatif inferensial dengan metode survei, sedangkan teknik analisis data meliputi uji validitas, uji reliabilitas, uji asumsi klasik, analisis regresi linear sederhana, uji hipotesis (uji-t), dan uji koefisien determinasi (R²). Data diperoleh melalui penyebaran kuesioner kepada 45 responden yang merupakan pengguna jasa depo petikemas, khususnya perusahaan Ekspedisi Muatan Kapal Laut (EMKL) yang telah menggunakan layanan lebih dari satu tahun. Hasil analisis menunjukkan bahwa kualitas layanan operasional berpengaruh positif dan signifikan terhadap loyalitas pelanggan, yang dibuktikan oleh nilai koefisien regresi tidak terstandarisasi sebesar 0,848 dengan tingkat signifikansi < 0,001 serta nilai t-hitung sebesar 12,016. Nilai koefisien determinasi (R²) sebesar 0,771 menunjukkan bahwa 77,1% variasi loyalitas pelanggan dapat dijelaskan oleh kualitas layanan operasional. Dengan demikian, dapat disimpulkan bahwa peningkatan kualitas layanan operasional, khususnya pada aspek kecepatan pelayanan, keandalan proses, keamanan petikemas, dan responsivitas petugas, memiliki implikasi praktis dalam meningkatkan loyalitas pelanggan serta memperkuat daya saing depo petikemas PT. AIRIN. Kata Kunci: kualitas layanan operasional, depo petikemas, loyalitas pelanggan, SERVPERF ***** This study aims to analyze the effect of operational service quality of a container depot on customer loyalty at PT. AIRIN (Indonesian Air & Marine Supply). The research background is based on the increasing volume of container flows, which potentially affects operational performance and subsequently influences customer perceptions and loyalty. The object of this study is the operational service of container depot line 2 at PT. AIRIN, conducted during the period from February to December 2025. This research employed a quantitative inferential approach using a survey method. Data analysis techniques included validity testing, reliability testing, classical assumption tests, simple linear regression analysis, partial hypothesis testing (t-test), and coefficient of determination (R²) analysis. Data were collected through questionnaires distributed to 45 respondents consisting of container depot service users, particularly freight forwarding companies (EMKL) that had utilized the depot services for more than one year. The results indicate that operational service quality has a positive and significant effect on customer loyalty, as evidenced by an unstandardized regression coefficient of 0.848 with a significance level of < 0.001 and a t-statistic value of 12.016. Furthermore, the coefficient of determination (R²) value of 0.771 indicates that 77.1% of the variation in customer loyalty can be explained by operational service quality. Therefore, it can be concluded that improving operational service quality, particularly in terms of service speed, process reliability, container security, and staff responsiveness, has important practical implications for enhancing customer loyalty and strengthening the competitive position of PT. AIRIN’s container depot. Keywords: operational service quality, container depot, customer loyalty, SERVPERF

Item Type:	Thesis (Sarjana)
Additional Information:	1). Ir. Tri Mulyono, M.T. ; 2). Intan Puspa Wangi, S.T., M.T.
Subjects:	Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Tesar Agnia Arifian .
Date Deposited:	28 Apr 2026 05:06
Last Modified:	28 Apr 2026 05:06
URI:	http://repository.unj.ac.id/id/eprint/66199

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