AKHMAD, FERNANDA (2025) ANALISIS PENGARUH KONDISI CUACA, PEMELIHARAAN KAPAL DAN MANAJEMEN JADWAL TERHADAP KEPUASAN KONSUMEN KAPAL PT.JEMLA FERRY CABANG KETAPANG (Studi Kasus Pada Kapal KMP Gilimanuk 2). SKRIPSI.
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Abstract
This study aims to analyze the influence of weather conditions, ship maintenance, and schedule management on customer satisfaction on the KMP Gilimanuk 2 ship service operated by PT. Jemla Ferry Ketapang Branch. The background of this study is based on the phenomenon of declining customer satisfaction due to operational disruptions caused by external and internal factors of the shipping company. This study uses a quantitative approach with a survey method. A sample of 100 respondents was obtained through a purposive sampling technique, namely consumers who have used the KMP Gilimanuk 2 ship service at least twice in the last six months. Primary data were collected through questionnaires, while secondary data were obtained from PT. Jemla Ferry's operational reports. Data analysis was carried out using multiple linear regression with the help of the IBM SPSS version 25 application which produced Y = -2.323 + 0.337X_1 + 0.206X_2 + 0.375X_3 + μ The results showed that the three independent variables, namely weather conditions, ship maintenance, and schedule management, had a positive and significant partial effect on customer satisfaction. The coefficient of determination (R²) of 0.792 indicates that 79.2% of the variation in customer satisfaction can be explained by these three variables, while the remaining 20.8% is explained by factors outside the research model. This finding confirms that improving technical and managerial quality in shipping services significantly contributes to increasing positive customer perceptions. This research provides practical contributions for PT. Jemla Ferry's management to implement data-driven strategic improvements, as well as theoretical contributions to the development of maritime transportation management science, particularly in the aspects of public service and customer satisfaction. Keywords: Customer satisfaction, Weather conditions, Schedule management, Ship maintenance
| Item Type: | Article |
|---|---|
| Additional Information: | 192004008 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 26 Nov 2025 01:46 |
| Last Modified: | 26 Nov 2025 01:46 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6800 |
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