PENGARUH KETEPATAN WAKTU PELAYANAN BONGKAR MUAT TERHADAP KEPUASAN PELANGGAN DI KAWASAN BERIKAT NUSANTARA PADA PT PRIMA LOGISTIK

TOPAN ADI SAPUTRA, . (2026) PENGARUH KETEPATAN WAKTU PELAYANAN BONGKAR MUAT TERHADAP KEPUASAN PELANGGAN DI KAWASAN BERIKAT NUSANTARA PADA PT PRIMA LOGISTIK. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

	Text Cover .pdf Download (1MB)
	Text BAB 1 PENDAHULUAN.pdf Download (543kB)
	Text BAB 2 LANDASAN TEORI.pdf Restricted to Registered users only Download (438kB) | Request a copy
	Text BAB 3 METODOLOGI PENELITIAN.pdf Restricted to Registered users only Download (516kB) | Request a copy
	Text BAB 4 HASIL DAN PEMBAHASAN.pdf Restricted to Registered users only Download (965kB) | Request a copy
	Text BAB 5 KESIMPULAN DAN SARAN.pdf Restricted to Registered users only Download (329kB) | Request a copy
	Text DAFTAR PUSTAKA.pdf Download (388kB)
	Text DAFTAR LAMPIRAN.pdf Restricted to Registered users only Download (4MB) | Request a copy

Abstract

Penelitian ini bertujuan untuk mengetahui tingkat ketepatan waktu pelayanan bongkar muat, tingkat kepuasan pelanggan, serta menganalisis pengaruh ketepatan waktu pelayanan bongkar muat terhadap kepuasan pelanggan pada PT Kawasan Berikat Nusantara Prima Logistik. Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif dan asosiatif. Data primer diperoleh melalui penyebaran kuesioner kepada 48 responden yang mewakili 10 perusahaan pelanggan PT Kawasan Berikat Nusantara Prima Logistik, sedangkan data sekunder diperoleh dari data operasional perusahaan sebagai data pendukung penelitian. Analisis deskriptif dilakukan berdasarkan data jawaban 48 responden, sedangkan analisis regresi linier sederhana dilakukan menggunakan nilai rata-rata masing-masing perusahaan sebagai unit analisis. Teknik analisis data yang digunakan meliputi uji validitas, uji reliabilitas, uji normalitas, uji heteroskedastisitas, uji linearitas, analisis regresi linier sederhana, uji t, dan koefisien determinasi. Hasil penelitian menunjukkan bahwa variabel ketepatan waktu pelayanan bongkar muat memperoleh nilai rata-rata sebesar 3,39 dengan kategori Netral, sedangkan variabel kepuasan pelanggan memperoleh nilai rata-rata sebesar 3,42 dengan kategori Puas. Hasil analisis regresi linier sederhana menunjukkan bahwa ketepatan waktu pelayanan bongkar muat berpengaruh positif dan signifikan terhadap kepuasan pelanggan dengan nilai signifikansi sebesar 0,000 (< 0,05) sehingga H₀ ditolak dan H₁ diterima. Nilai koefisien determinasi (R²) sebesar 0,898 menunjukkan bahwa ketepatan waktu pelayanan bongkar muat mampu menjelaskan variasi kepuasan pelanggan sebesar 89,8%, sedangkan sisanya sebesar 10,2% dipengaruhi oleh faktor-faktor lain di luar penelitian. Dengan demikian, ketepatan waktu pelayanan bongkar muat merupakan salah satu faktor penting yang memengaruhi kepuasan pelanggan pada PT Kawasan Berikat Nusantara Prima Logistik. ***** This study aims to determine the timeliness of loading and unloading services and the level of customer satisfaction, as well as to analyze the impact of loading and unloading service timeliness on customer satisfaction at PT Kawasan Berikat Nusantara Prima Logistik. The study employs a quantitative method with descriptive and associative approaches. Primary data were obtained through questionnaires distributed to 48 respondents representing 10 client companies of PT Kawasan Berikat Nusantara Prima Logistik, while secondary data were derived from the company's operational records to support the research. Descriptive analysis was conducted based on the responses of the 48 participants, whereas simple linear regression analysis utilized the average values of each company as the unit of analysis. Data analysis techniques included validity, reliability, normality, heteroscedasticity, and linearity tests, as well as simple linear regression analysis, the t-test, and the coefficient of determination. The results indicate that the loading and unloading service timeliness variable achieved a mean score of 3.39 (categorized as Neutral), while the customer satisfaction variable achieved a mean score of 3.42 (categorized as Satisfied). Simple linear regression analysis revealed that the timeliness of loading and unloading services has a positive and significant effect on customer satisfaction, with a significance value of 0.000 (< 0.05); consequently, the null hypothesis (H₀) was rejected and the alternative hypothesis (H₁) was accepted. The coefficient of determination (R²) of 0.898 indicates that the timeliness of loading and unloading services explains 89.8% of the variation in customer satisfaction, while the remaining 10.2% is influenced by factors outside the scope of this study. Thus, the timeliness of loading and unloading services is a crucial factor influencing customer satisfaction at PT Kawasan Berikat Nusantara Prima Logistik.

Item Type:	Thesis (Diploma)
Additional Information:	1). Dr. Winoto Hadi, S.T., M.T. ; 2). Kencana Verawati, S.S.T., M.M.Tr.
Subjects:	Manajemen > Manajemen Kantor, Organisasi Manajemen > Manajemen Sumber Daya Manusia Manajemen > Perilaku Konsumen
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Topan Adi Saputra .
Date Deposited:	14 Aug 2026 02:12
Last Modified:	14 Aug 2026 02:12
URI:	http://repository.unj.ac.id/id/eprint/70373

Actions (login required)

View Item