Abstract:
Daryanto, Jerry. 2025. “The Effect of Ship Guidance and Delay Services on Service
User Satisfaction in Tanjung Tapa Waters”
This study aims to analyze the influence of pilotage and towage service quality on user
satisfaction at PT. Langlang Laju Layang, operating in the Tanjung Tapa waters. These
services play a vital role in ensuring the safety and smooth operation of maritime traffic,
especially in high-traffic shipping lanes. The research employs a quantitative approach,
with questionnaires as the primary data collection instrument. The results indicate that
service quality has a positive relationship with user satisfaction. Key factors such as
service timeliness, professionalism of personnel, clarity of procedures, and effective
communication significantly affect users’ perceptions and experiences. Although the
overall service is considered good, there are still shortcomings in the delivery of
information, leading to user misunderstandings regarding procedures. Therefore,
improvements in communication and coordination are recommended to enhance service
quality and better meet user expectations.
