ANALISIS KUALITAS PELAYANAN PEMBUATAN SINGLE TRUCK IDENTIFICATION DATA (STID) TERHADAP KEPUASAN PELANGGAN DI PT. PELABUHAN INDONESIA (PERSERO)

NUR FAJAR RIZKY, . (2024) ANALISIS KUALITAS PELAYANAN PEMBUATAN SINGLE TRUCK IDENTIFICATION DATA (STID) TERHADAP KEPUASAN PELANGGAN DI PT. PELABUHAN INDONESIA (PERSERO). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Perkembangan ekonomi dan teknologi yang pesat mendorong pelaku bisnis untuk memikirkan kembali prinsip logistik dan distribusi demi efisiensi dan peningkatan kinerja. Pemerintah Indonesia merespons dengan memperkenalkan National Logistic Ecosystem (NLE), sebuah platform digital yang mengintegrasikan berbagai pihak terkait untuk memastikan kelancaran arus barang. Implementasi Single Truck Identification Data (STID) di Pelabuhan Tanjung Priok menjadi langkah awal dalam memperbaiki arus logistik melalui sistem pendataan truk yang terintegrasi. Namun, penerapan STID masih menghadapi tantangan, seperti kurangnya pemahaman dan persiapan dari perusahaan angkutan truk. Dengan adanya STID, diharapkan akan terjadi peningkatan kinerja layanan pelabuhan, keselamatan, dan keamanan, serta efisiensi biaya logistik, yang pada akhirnya dapat meningkatkan daya saing ekonomi nasional. Penelitian ini bertujuan mengetahui kualitas pelayanan Single Truck Identification Data (STID), mengetahui kepuasan pelanggan, dan menganalisis seberapa besar pengaruh kualitas pelayanan pembuatan Single Truck Identification Data (STID) terhadap kepuasan pelanggan di PT. Pelabuhan Indonesia (Persero). Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian kuantitatif. Metode analisis yang digunakan adalah Analisis Deskriptif, Uji Validitas, Uji Reliabilitas, Uji Analisis Regresi Linier Sederhana, Uji t, dan Uji Koefisien Determinasi (R2). Hasil Uji T diperoleh nilai signifikasi sebesar 0,000 < 0,05, maka dapat disimpulkan bahwa Ha yang menyatakan bahwa kualitas pelayanan Single Truck Identification Data (STID) di PT. Pelabuhan Indonesia (Persero) diterima. Hasil uji koefisien determinasi, nilai R2 sebesar 0,254 yang berarti 25,4% kepuasan pelanggan dipengaruhi variabel kualitas pelayanan. Sisanya sebesar 74,6% dipengaruhi oleh variabel lain yang belum diteliti dalam penelitian ini. Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, Pelabuhan ********* The rapid development of the economy and technology has prompted businesses to reconsider logistics and distribution principles for efficiency and performance improvement. The Indonesian government responded by introducing the National Logistic Ecosystem (NLE), a digital platform integrating various stakeholders to ensure smooth goods flow. The implementation of Single Truck Identification Data (STID) at Tanjung Priok Port is a preliminary step to enhance logistics flow through an integrated truck data system. However, the implementation of STID still faces challenges, such as the lack of understanding and preparation from trucking companies. With STID, it is expected that there will be improvements in port service performance, safety, security, and logistics cost efficiency, ultimately enhancing national economic competitiveness. This study aims to determine the quality of Single Truck Identification Data (STID) services, assess customer satisfaction, and analyze the extent to which the quality of STID service affects customer satisfaction at PT. Pelabuhan Indonesia (Persero). The type of research used in this study is quantitative research. The analysis methods used are Descriptive Analysis, Validity Test, Reliability Test, Simple Linear Regression Analysis, t-Test, and Coefficient of Determination Test (R2). The t-Test results show a significance value of 0.000 < 0.05, leading to the conclusion that Ha, which states that the quality of STID services at PT. Pelabuhan Indonesia (Persero) is accepted. The coefficient of determination test results show an R2 value of 0.254, meaning that 25.4% of customer satisfaction is influenced by the service quality variable. The remaining 74.6% is influenced by other variables not examined in this study. Keywords: Service Quality, Customer Satisfaction, Port

Item Type:	Thesis (Sarjana)
Additional Information:	1). Vivian Karim Ladesi, S.T., M.T. 2). Ir.Tri Mulyono, M.T
Subjects:	Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 24997 not found.
Date Deposited:	07 Aug 2024 06:13
Last Modified:	07 Aug 2024 06:13
URI:	http://repository.unj.ac.id/id/eprint/49182

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