Pengaruh Penggunaan Sistem Digital dalam Pengelolaan Transportasi Laut terhadap Kepuasan Pengguna Layanan

Abstract

This study aims to analyze the effect of digital systems in the management of sea transportation on the satisfaction of users of Ship services at the Gapura Surya Nusantara Passenger Terminal of PT. Pelabuhan Indonesia (Persero) Tanjung Perak. This study will measure the relationship between the variables of information accessibility, operational efficiency, and service comfort with the level of user satisfaction. Quantitative design with a survey approach: Data was collected through a structured questionnaire. The population in this study was 213 passengers. The sampling technique used was the purposive sampling method. The sample consisted of 68 respondents, as determined based on the Slovin formula, with a confidence level of 95%. Data were analyzed using Multiple Linear Regression Analysis. The results of the study explain simultaneously and partially that Information Accessibility, Operational Efficiency, and Transparency have a significant effect on Service User Satisfaction. In addition, the results of this study also provide information that the magnitude of the variation in Information Accessibility, Operational Efficiency, and Transparency on Service User Satisfaction is 43.2%.