PENGARUH KUALITAS LAYANAN DAN KELENGKAPAN FASILITAS TERHADAP KEPUASAN PELANGGAN KMP DHARMA KARTIKA VIII PADA LINTAS PENYEBERANGAN TANJUNG API-API - TANJUNG KALIAN

Abstract

This study examines the effect of service quality and completeness of facilities on customer satisfaction of KMP Dharma Kartika VIII operating on the Tanjung Api-Api - Tanjung Kalian route. The study was motivated by the practical reality of ferry services in which punctuality, comfort, cleanliness, and the responsiveness of officers directly shape passenger evaluations. A quantitative survey design was used with 60 respondents selected from ferry service users. The instrument measured service quality (X1), completeness of facilities (X2), and customer satisfaction (Y) using a Likert scale. Data were analyzed using validity and reliability tests, classical assumption tests, and regression-based hypothesis testing. The findings show that the instruments were valid and reliable (Cronbach's Alpha X1 = 0.808; X2 = 0.646; Y = 0.831). The model met normality, multicollinearity, autocorrelation, and homoscedasticity assumptions. The coefficient of determination (R Square) was 0.342, indicating that 34.2% of customer satisfaction variance was explained by service quality and facilities, while the remaining 65.8% was influenced by other variables. Simultaneous testing confirmed a significant joint effect (F = 14.830; Sig. = 0.000). Partial testing in the analytical stages also showed that service quality had a stronger influence than facilities, although facilities remained an important factor in shaping service experience. The managerial implication of this study is that ferry operators need to improve operational service consistency and facility maintenance simultaneously to strengthen customer trust, repeat usage, and service competitiveness.