Abstract:
Pratama, Ahmad Yudha. 2025. "The Influence of Cargo Handling Equipment Facilities
and Service Performance on Customer Satisfaction at Koja Container Terminal."
This study aims to determine the influence of cargo handling equipment facilities and
service performance on customer satisfaction at the Koja Container Terminal. The main
issue in this research is based on customer complaints related to waiting time,
unresponsive services, and limited cargo handling equipment that affects the efficiency
of service processes. This research uses a quantitative method with a descriptive and
associative approach. Data collection was carried out by distributing questionnaires to 30
respondents who are service users at Koja Container Terminal.
The independent variables in this study are cargo handling equipment facilities (X₁) and
service performance (X₂), while the dependent variable is customer satisfaction (Y).
Validity and reliability tests were conducted to ensure the quality of the research
instruments. The data were analyzed using multiple linear regression, t-test, and F-test to
determine the partial and simultaneous effects of the variables.
The results show that, partially, both cargo handling equipment and service performance
have a significant influence on customer satisfaction. Simultaneously, the two
independent variables have a positive and significant influence on customer satisfaction
with a coefficient of determination value of 79,6%. This indicates that the quality of
handling facilities and operational services contributes significantly to improving
customer satisfaction. Therefore, increasing the number and quality of handling
equipment, along with the development of a more responsive service system, is
recommended to improve terminal performance.
