GIVA, ARYANA ANISYA (2025) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PENGGUNA JASA PANDU (PILOT) PADA PT. PELABUHAN INDONESIA CABANG SEMARANG. SKRIPSI.
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Abstract
User satisfaction with pilotage services is a key indicator in evaluating the quality of service within the port sector. This study aims to determine the influence of pilot discipline (X1), pilot facilities (X2), pilot expertise (X3), and the quality of pilot services (X4) on user satisfaction (Y) at PT Pelabuhan Indonesia, Semarang Branch. The population in this study consists of users of pilotage services, with a sample size of 55 respondents. The sampling technique employed was nonprobability sampling using the purposive sampling method. The data were analyzed using multiple linear regression with the assistance of SPSS version 27. Based on the results of the analysis, the regression equation is as follows: Y = 2,405 + 0,213 X 1 + 0,208 X 2 + 0,459 X 3 + 0,376 X 4 + µ The equation indicates that all independent variables—pilot discipline (X1), pilot facilities (X2), pilot expertise (X3), and service quality (X4)—have a positive and significant influence on user satisfaction. The coefficient of determination (Adjusted R²) value of 0.452 shows that 45,2% of the variation in user satisfaction is explained by the four independent variables, while the remaining 54,8% is influenced by other factors outside the research model. These findings suggest the need for improved discipline, adequate facilities, enhanced pilot competencies, and service quality to increase user satisfaction with pilotage services. Keywords: Pilot Discipline, Pilot Facilities, Pilot Expertise, Service Quality, User Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 212204043 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 19 Aug 2025 07:40 |
| Last Modified: | 19 Aug 2025 07:40 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6697 |
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