LOGISTICS ACTIVITIES AND THEIR IMPACT ON USER SATISFACTION AT PORT OF TANJUNG WANGI
Aktivitas Logistik dan Pengaruhnya Terhadap Kepuasan Pengguna Di Pelabuhan Tanjung Wangi
DOI:
https://doi.org/10.36526/santhet.v10i4.8966Keywords:
Logistic, Stevedoring, Distribution, Port of Tanjungwangi, user satisfactionAbstract
Ports serve as a crucial supply chain node coordinating integrated stevedoring activities and cargo distribution. The performance of both activities directly impacts service user satisfaction, yet empirical evidence at feeder ports like Tanjung Wangi Port remains limited. This explanatory quantitative study aims to analyze the influence of stevedoring (X1) and distribution (X2) on service user satisfaction (Y) at Tanjung Wangi Port. Data were gathered via 1–5 Likert scale questionnaires from 83 respondents selected through purposive sampling, comprising sea freight forwarders (EMKL), shipping agents, and cargo owners. Data analysis used multiple linear regression with SPSS software. The results indicate that stevedoring (X1) and distribution (X2) simultaneously exert a significant and substantial effect 67,4% on service user satisfaction (Y) (R2 = 0,674). Partially, the distribution (X2) (b = 0.512; t = 5.565) shows a more dominant influence than stevedoring activities (X1) (b = 0.456; t = 5.365). These findings imply that service user satisfaction (Y) at Tanjung Wangi Port is primarily determined by downstream distribution smoothness, including cargo release speed and streamlined administrative procedures. Practically, port management must prioritize simplifying distribution workflows to sustainably enhance user satisfaction.
References
Ahmad, F., & Rohman, S. (2025). Implementasi Teori Bauran Pemasaran dalam Usaha Jasa Keagenan Kapal di Banyuwangi pada Era Digital Marketing. Jurnal Ilmiah Feasible, 1(7), 9-17. https://doi.org/10.32493/fb.v7i1.2025.9-17.49130
Amaliyah, R. S., Hasanuddin, A., & Kriswardhana, W. (2020). Analisis Tingkat Pelayanan Dermaga Pelabuhan Tanjung Wangi Kabupaten Banyuwangi. Jurnal Rekayasa, 10(1), 45-55. https://doi.org/10.37037/jrftsp.v10i1.45
Azhari, H., Sihaloho, O., Wahyuni, A., & Amrullah, R. (2026). Pengaruh Kecepatan Bongkar Batubara Terhadap Waktu Tunggu Tongkang di Pelabuhan IBT Mekar Putih. RIGGS: Journal of Artificial Intelligence and Digital Business. 5. 2507-2514. https://doi.org/10.31004/riggs.v5i1.6461
Bhatti, O. K., Irfan, M., & Hanjra, A. R. (2025). Optimizing Borderland Port Governance and Trade Efficiency in Central Asian Regional Economic Cooperation: A Multidisciplinary Approach to Prioritizing Service Level Agreement Components. International Journal of Innovative Research and Scientific Studies, 8(9) 51-71. https://doi.org/10.53894/ijirss.v8i9.10614
Bowersox, D. J., Closs, D. J., & Cooper, M. B. (2013). Supply Chain Logistics Management (4th ed.). McGraw-Hill Education.
Christopher, M. (2016). Logistics & supply chain management (5th ed.). Pearson UK.
Coyle, J. J., Langley, C. J., Novack, R. A., & Gibson, B. (2016). Supply Chain Management: A Logistics Perspective (10th ed.). Cengage Learning.
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 (9th ed.). Badan Penerbit Universitas Diponegoro.
Heizer, J., Render, B., & Munson, C. (2017). Operations Management: Sustainability and Supply Chain Management (12th ed.). Pearson.
Herzberg, F. (2017). Motivation to work. Routledge.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Larson, P.D. (2001), Designing and Managing the Supply Chain: Concepts, Strategies, and Case Studies, David Simchi-Levi Philip Kaminsky Edith Simchi-Levi. Journal of Business Logistics, 22: 259-261. https://doi.org/10.1002/j.2158-1592.2001.tb00165.x
Lambert, D. M., & Enz, M. G. (2017). Issues in Supply Chain Management: Progress and potential. Industrial Marketing Management, 62, 1-16. https://doi.org/10.1016/j.indmarman.2016.12.002
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa Berbasis Kompetensi (Edisi 3). Jakarta:Salemba Empat.
Mahendra, A. R., Nofandi, F., Alia, D., & Amrullah, R. A. (2025). Analisis Tingkat Pelayanan Dermaga Umum Berdasarkan Standar Kinerja Operasional di Pelabuhan Tanjung Wangi. Optimal: Jurnal Ekonomi dan Manajemen 5(2) 243-256. https://doi.org/10.55606/optimal.v5i2.5872
Mentzer, J.T., DeWitt, W., Keebler, J.S., Min, S., Nix, N.W., Smith, C.D. & Zacharia, Z.G. (2001), Defining Supply Chain Management. Journal of Business Logistics, 22: 1-25. https://doi.org/10.1002/j.2158-1592.2001.tb00001.x
Mkocha, D. P., & Mwisila, L. P. (2025). Assessment of the Impact of Tanzania Electronic Single Window System on Cargo Congestion in Tanzania: A Case of Dar Es Salaam Port. Social Science and Humanities Journal, 9(10), 9219-9228. https://doi.org/10.18535/sshj.v9i10.2063
Muhammad, M. N., Syukri, M., & Fedriani, G. (2026). Kinerja TKBM PT. Primer Koperasi TKBM Dalam Kegiatan Bongkar Muat Pada Pelabuhan Tanjung Priok Cabang Palembang (PTP). Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA), 6(1), 253-264. https://doi.org/10.36908/jimpa.v6i1.848
Nanda Aira Nur Anisa, N. A. N., & DA Arisanti, D. (2023). Analisis Peralatan Bongkar Muat, Kinerja Operator dan Efektivitas Lapangan Terhadap Produktivitas Bongkar Muat di Terminal Berlian (Skripsi yang tidak dipublikasikan). STIA Manajemen dan Kepelabuhan Barunawati: Surabaya. http://repositori.stiamak.ac.id/id/eprint/468/8/Skripsi%20Nanda%20Rev.pdf
Najoan, D. J., Putri, D. A. R., & Nurhayati, S. (2017). Produktivitas Bongkar Muat Dan Waktu Sandar Kapal Pelabuhan Tanjung Emas. Jurnal Manajemen Bisnis Transportasi dan Logistik. 4(1), 57-62. https://doi.org/10.54324/j.mbtl.v4i1.857
Nasution, M. N. (2015). Manajemen transportasi (4th ed.). Bogor: Ghalia Indonesia.
Parasuraman, A. P., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. 64. 12-40. https://www.researchgate.net/publication/200827786_SERVQUAL_A_Multiple-item_Scale_for_Measuring_Consumer_Perceptions_of_Service_Quality
Pekih, M. I., & Sutawijaya, A. H. (2023). Analisis Efektivitas Produktivitas Derek Kontainer Dermaga (Studi Kasus Terminal Kontainer Internasional Jakarta). Jurnal Internasional Teknologi dan Aplikasi Teknik Mesin, 4 (2), 117-134. https://doi.org/10.21776/MECHTA.2023.004.02.2
Pelindo. (2025, 23 Juli). Capaian arus produksi bongkar muat di Pelabuhan Tanjung Wangi. Diunduh dari: https://pelindomultiterminal.com/news/capaian-arus-produksi-bongkar-muat-di-pelabuhan-tanjung-wangi pada tanggal 14 Februari 2026.
Purwoko, H., Amalia, A. R., & Nugroho, S. T. (2019). Kesiapan Moda Transportasi dan Perencanaan Muatan terhadap Kelancaran Distribusi CBU (Completely Build Up). Jurnal Manajemen Bisnis Transportasi Dan Logistik, 5(3), 419–426. https://doi.org/10.54324/j.mbtl.v5i3.820
Rushton, A., Croucher, P., Baker, P., & Koliousis, I. (2026). The handbook of logistics and distribution management: Understanding the supply chain. Kogan Page Publishers.
Sari, M., Rachman, H., Astuti, N. J., Afgani, M. W., & Abdullah, R. (2022). Explanatory survey dalam metode penelitian deskriptif kuantitatif. Jurnal Pendidikan Sains dan Komputer. 3(01), 10-16. https://doi.org/10.47709/jpsk.v3i01.1953
Simchi-Levi, D., Kaminsky, P., & Simchi-Levi, E. (1999). Designing and managing the supply chain: Concepts, strategies, and cases. New York: McGraw-hill.
Sirajuddin, Januarsi, Y., Irman, A., & Ridwan, A. (2025). Integrated port governance and digitalization system: A model for boosting port logistics performance. Asian Journal of Shipping and Logistics. https://doi.org/10.1016/j.ajsl.2025.12.002
Stock, J. R., & Lambert, D. M. (2001). Strategic logistics management (4th ed.). McGraw-Hill/Irwin.
Sucahyowati, H., Evrata, Y. T., & Octavianto, D. (2026). Analisis Effective Time Kapal Terhadap Produktivitas Bongkar Muat Petikemas Pada PT. Berlian Jasa Terminal Indonesia Surabaya. Saintara: Jurnal Ilmiah Ilmu-Ilmu Maritim, 10(1), 84-92. https://doi.org/10.52475/saintara.v10i1.511
Sugiyono, P. D. (2017). Metode penelitian bisnis: pendekatan kuantitatif, kualitatif, kombinasi, dan R&D. Penerbit CV. Bandung: Alfabeta
Suteja, I. W., Mahendra, M., Hasyim, H., Rohani, R., Salehuddin, S., & Azis, A. M. (2025). Tinjauan Kinerja Operasional Pelabuhan dan Distribusi Logistik di Pelabuhan Lembar Berbasis Manifest Kapal. Empiricism Journal, 6(2), 295-311. https://doi.org/10.36312/ej.v6i2.2788
Sumrit, D., & Sowijit, K. (2023). Winning customer satisfaction toward omnichannel logistics service quality based on an integrated importance-performance analysis and three-factor theory: Insight from Thailand. Asia Pacific Management Review, 28(4), 531-543. https://doi.org/10.1016/j.apmrv.2023.03.003
Taufiqi, A. M. I., Setiono, B. A., & Hidayat, S. (2024). Optimalisasi Alat Bongkar Muat Dalam Kelancaran Kegiatan Operasional General Cargo PT. Pelindo Multi Terminal Branch Tanjung Wangi: Optimization of Loading and Unloading Equipment in the Smooth Operational Activities of General Cargo PT. Pelindo Multi Terminal Branch Tanjung Wangi. Jurnal Matemar (Manajemen dan Teknologi Maritim), 5(2). https://doi.org/10.59225/exr3jj46
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, Penelitian. Yogyakarta: Penerbit Andi Offset.
Warpani, Suwardjoko. (1990). Merencanakan Sistem Perangkutan. Bandung: Penerbit ITB.
Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2020). EBK: Services marketing: Integrating customer service across the firm 4e. McGraw Hill.
