PENGARUH KETERSEDIAAN KAPAL TERHADAP KEPUASAN PENGGUNA JASASEWA KAPALDI PT WORLD SOURCES INDONESIA

Abstract

Ramadhani, Affan. 2025. " The Influence of Ship Availability on User Satisfaction of Ship Charter Services at PT World Sources Indonesia” This study aims to analyze the effect of vessel availability on customer satisfaction in ship charter services at PT World Sources Indonesia, a company engaged in maritime logistics and vessel chartering. The research is motivated by the critical role of ship operators in connecting shipowners and charterers, as well as the increasing demand for vessel rental services due to the high cost of vessel acquisition. A quantitative descriptive method was used, with data collected through questionnaires distributed to 63 respondents who are service users at PT World Sources Indonesia. The study examines five key dimensions of vessel availability—namely fleet quantity and type, vessel condition, provisioning time, rental management, and service coverage—and correlates them with user satisfaction variables. The findings show that vessel availability, particularly in terms of prompt delivery and vessel variety, significantly affects customer satisfaction. Conversely, rental contract management was the weakest influencing factor. The study concludes that better vessel availability leads to higher customer satisfaction. Recommendations include increasing the number of vessels, digitalizing the booking and contract processes, and improving customer service responsiveness to maintain and enhance customer satisfaction.