Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 pp. DOI: 10. 51578/j. e-ISSN 2722-1679 p-ISSN 2684-9135 THE EFFECT OF SERVICE QUALITY ON REDPACK LABELED CARGO DELIVERY SERVICES ON CUSTOMER SATISFACTION OF PT. PELNI(PERSERO) HEAD OFFICE IN 2024 Henita Rahmayanti1. Siti Sahara2. Dairy Tray Navy Putri Galuh 3* 1,2,3 Jakarta State University Email: henita. rahmayanti@unj. Email: sitisahara@unj. *Email: nowideary@gmail. (Received: 10-10-2024. Reviewed: 07-11-2024. Revised: 20-03-2025. Accepted: 21-04-2025. Published: 26-05-2. ABSTRACT This research aims to find out how much influence and what factors most influence customer satisfaction in the quality of service for cargo labeled Redpack at PT PELNI (Perser. Head Office. With a quantitative method, sampling was carried out on RedPack cargo customers using a saturated sampling technique, taking the entire population as a sample, namely 70 respondents. The data obtained through the questionnaire was analyzed using simple linear regression and correlation to find out how much influence the variables have, while to find out the factors that most influence customer satisfaction in service quality using the results of respondents' answers to service quality distributed through the questionnaire. The results of simple linear regression analysis show that there is a positive and significant influence between service quality and customer satisfaction, and the correlation results show that the influence of service quality on customer satisfaction is 7The results of the questionnaire show that the factor that most influences customer satisfaction is the quality of service at the Redpack labeled goods delivery service at PT. Pelni (Perser. in 2024 is reliability or greatness of service. From the results of the partial T test hypothesis testing, it is known that the significant level is 0. 001 < 0. 05, it is stated that Ho is rejected and H a is accepted, which means that service quality has a significant effect on customer satisfaction with RedPack cargo at PT. Pelni (Perser. Keywords: Service Quality. Customer Satisfaction. RedPack Load INTRODUCTION Currently, freight forwarding services have a great influence on society. The needs of the community and the ease of shipping goods between regions or countries can be met because of the presence of Freight Forwarder (Expeditio. companies (Kunaka & Carruthers, 2014. Thompson & Taniguchi, 2. PELNI's logistics services increased by 85% in 2021, from 171,424 kg in 2020 to 317,698 kg the following year (Fitri & Winarto, 2. One of the companies that provides freight forwarding services in Indonesia is PT. Indonesian National Shipping (PELNI). PT Pelayaran Nasional Indonesia or known as PELNI, offers goods delivery services to meet the needs of the community, in the form of RedPack Labeled Goods, which was launched on August 15, 2018 in the form of red bag packaging. Redpack is a cargo consisting of various types of goods and not dangerous goods such as moving goods, consignment services, clothing, and others (Reonaldy, 2. Which are packaged in standard bags labeled Redpack with a maximum load volume of length x width x height 50x50x100cm with a weight of 3 kg - 50 Kg in 1 . bag/sack and a maximum weight of 50 kg and a minimum charge rate of 3 kg, determination of tariffs from weight or volume. There is a phenomenon that exists in the object, where every year PT PELNI experiences an increasing number of delivery targets, behind the excellent service provided by PT. PELNI, the researcher found that there are several things that are not satisfactory for service users. Things that make customers feel dissatisfied so they cause losses for customers are damage to customer goods by *Corresponding Author This is an open access article under the CC BY-SA license Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 6%, delay in delivery of goods by 21%, or loss of customer goods and difficulty in claiming insurance by 13%. The problem was discovered when researchers carried out fieldwork practices in 2022. Previous research has shown that service quality has a significant influence on customer satisfaction in various sectors (Annisa & Munas Dwiyanto, 2021. Islam et al. , 2. Nanincova . on Noach Cafe and Bistro shows that service quality dimensions such as reliability, responsiveness, assurance, empathy, and tangible contribute 32% to customer satisfaction. This research uses the theory of service quality which is a behavior that arises from comparing the expectations of a customer to the quality of service with the way an industry works as perceived by customers. Tjiptono . divide service quality into five dimensions: tangible . hysical evidenc. , empathy . , responsiveness . , reliability . , and assurance . In addition, the theory of customer satisfaction which states that satisfaction is a comparison between expectations and perceived reality by customers is also used as a theoretical This study aims to find out how much influence and what factors affect customer satisfaction the most in the quality of service on Redpack labeled cargo at PT PELNI (Perser. Head Office. METHOD This research uses a quantitative method (Koyan, 2014. Rukin, 2019. Wakarmamu, 2. , which is based on scientific characteristics, namely rational, empirical, and systematic to obtain data with specific purposes and uses. In the service quality variables, the dimensions used are tangible . hysical evidenc. , empathy . , responsiveness . , reliability . , and assurance . , while the customer satisfaction variables . ustomer expectation. , perceived quality . erceived qualit. , perceived value . erceived valu. , customer satisfaction . ustomer satisfactio. , and customer loyalty . ustomer loyalt. Data collection in this study was through a questionnaire distributed to respondents using Google Form, with measurements using the Likert Scale to assess the respondents' perception of service quality and customer satisfaction. The sampling technique used was saturated sampling, where all members of the population were sampled (Sugiyono, 2. The population in this study is customers who use RedPack Labeled Cargo at PT. PELNI Head Office, with a total of 70 respondents. The data obtained through the questionnaire was analyzed using simple linear regression and correlation to find out how much influence there was between variables, while to find out the factors that most affected customer satisfaction in service quality using the results of respondents' answers to the quality of service disseminated through the questionnaire. This research was carried out on June 12 Ae July 12, 2024, located at the office of PT. PELNI (Perser. Jl. Gajah Mada No. 14 Central Jakarta. DKI Jakarta. RESULTS AND DISCUSSION The research uses two variables X (Service Qualit. and Variable Y (Customer Satisfactio. The author distributes a questionnaire through Google Forms to respondents in the process of analyzing research data. The following is an overview of the respondents and the description of each variable: Characteristics of Respondents Respondent characteristics play a role in clarifying the respondent's personal perspective through a sample from a study that has been conducted previously. Gender In table 1, the authors can conclude that the respondents who are male are 51 people or 72. and the respondents who are female are 19 people or 27. So most respondents are male. In table 2, data is obtained with the results of the questionnaire of respondents aged 17-22 years are 26 people or 37. 14%, respondents aged >23 years are 44 people or 62. then it was concluded that most respondents were at the age of >23 years. In table 3, data was obtained with the results of the questionnaire of respondents from the time of using services <1 month was 9 people or 12. Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 respondents from the time of using services for 2-6 months were 20 people or 28. 6%, respondents from the time of using services for 7-11 months were 22 people or 31. 4%, respondents from the time of using services >1 year was 19 people or 27. So the respondents with the most time to use services are 711 months of service use time. Table 1. Characteristics of Respondents by Gender Gender Frequency Presented (%) (Peopl. Man 72,9% Woman 27,1% Sum Source: Primary . Age of Respondents Age Table 2. Characteristics of Respondents by Age Frequency (Peopl. Presented (%) < 17 Years 17-22 Years 37,1% >23 years 62,9% Sum Source: Primary . Respondent Service User Time Table 3. Characteristics of Respondents Based on Service User Time Service Usage Time Presented (%) Frequenc (Peopl. < 1 Month 12,9% 2-6 Months 28,6% 7-11 Months 31,4% >1 Year 27,1% Sum Source: Primary . Frequency of Research Respondent Data Based on the results of the study, 70 respondents were divided into 35 respondents for the Service Quality variable and 35 respondents for the Customer Satisfaction variable. Through distributing questionnaires in order to get a trend in respondents' responses to the answers from each variable in the study and will be described in a range of answer points. Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 Respondents' Response to Service Quality Variables (X) Kotler in (Pertiwi, 2021:. states that service quality is the performance of a person to another person which can be in the form of intangible actions and does not lead to the ownership of an item or to anyone. In table 4, the respondents' responses to the quality of service in the statement of employees provide fast and appropriate service, as well as employees are responsive and agile In helping customer complaints, they had a low response value, namely 31. 4% of respondents answered very much in Meanwhile, the process of ordering cargo labeled RedPack is easy and fast and has the highest response value, namely 42. 8% of respondents answered that they strongly agree. In table 5, it is explained that the respondents' responses to the quality of service in the statement that the services received are proportional to the price paid, and the company's products or services are very beneficial to users have a low response value, namely 25. 7% of respondents each answered that they strongly Meanwhile, the statement of the cargo sent safely to the destination had the highest response value, namely 45. 7% of respondents answered that they strongly agreed. Table 4. Recapitulation of Respondents' Answers to Variable X Answer NO Statement Weight Aver Respon SS S R TS ST -the 4,08 The office or warehouse has sufficient waiting space The office or warehouse has 4,28 ample parking lot Officers are ready to help if there 12 15 4,02 is a difficulty Hospitality and decency Officer hour Providing services 4,25 The process of ordering RedPack 15 14 labeled loads is easy and fast 4,02 Desire and employee capabilities to give information about Existing Services Employee give Fast and Precise 4,02 Service 3,91 Employees are responsive and agile in help Complaints 4,05 Give warranty or warranty for damaged or missing items Taking responsibility for 4,08 damaged and lost items Sum 13 13 57 17 Average 13,3 13,8 5,7 1,7 0,5 % % Source: Primary . Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 Respondents' Response to the Customer Satisfaction Variable (Y) Table 5. Recapitulation of Respondents' Answers Variable Y Shoes NO Statement Bo Aver Respond bot grad -the Existing service promise 4,02 appropriate With given Services Provided 3,97 has been very much in line with customer expectations 4,11 The cargo is sent safely to the destination Parcel thing which is delivered until appropriate with estimates 4,02 Service which Accepted Comparable Price 4,08 Product or Corporate Services very useful for users 4,05 Customer satisfied with the 12 16 service before which given by PT. Pelni Customer satisfied With 3,94 schedule timely departure of the ship Customer will continue 4,17 Using Our services in the 10 Customer will recommend 4,22 our services to people Sum 124 15 46 21 Average 12,4 15,6 4,6 2,1 0,3 Source: Primary . Instrument Testing Before hypothesis testing is carried out, it is necessary to carry out an instrument test or validity and reliability test is carried out using the moment product coefficient using SPSS version 29. Validity Test The author conducted a validity test of Service Quality with spss Veri 29. 0, it can be said to be valid if the Rcal > Rtable then it can be said to be a questionnaire. In accordance with the validity test in the 10 variable X (Service Qualit. questionnaire statements above, it has a calculation value greater than the rtable at a significant level of 5% with a total of 30 respondents. Based on these results, it can be said that all statements in this study are declared valid. In accordance with the validity test in the 10 Y variable questionnaire statements (Customer Satisfactio. above, it has a calculation value greater than the rtable at a significant level Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 of 5% with a total of 30 respondents. Based on these results, it can be said that all statements in this study are declared valid. Table 6. Results of Validity Test of Variable X (Data Processed Personally, 2. Variable Question Items Corrected Item R-Table Information Total (RCoun. 0,799 0,306 Valid Quality of Service 0,824 0,306 Valid (X) 0,900 0,306 Valid 0,889 0,306 Valid 0,869 0,306 Valid 0,740 0,306 Valid 0,553 0,306 Valid 0,772 0,306 Valid 0,828 0,306 Valid 0,854 0,306 Valid Source: Primary . Variable Customer Satisfaction (Y) Table 7. Results of Variable Y Validity Test Corrected Question R-Table Information Item Total Items (R-Calculat. 0,854 0,306 Valid 0,907 0,306 Valid 0,862 0,306 Valid 0,809 0,306 Valid 0,811 0,306 Valid 0,677 0,306 Valid 0,851 0,306 Valid 0,751 0,306 Valid 0,727 0,306 Valid 0,788 0,306 Source: Primary . Valid . Reliability Test It is said to be reliable if the Alpha > Tables are at a significance of 0. 05 and vice versa it is not reliable if the alpha 0. 05 then the distribution of the population is normal. Table 9. Normality Test Results Tests of Normality Kolmogorov-Smirnova Shapiro-Wilk Statistic Sig. Statistic Quality Satisfaction Liliefors Significance Correction Source: Primary . Sig. tabel 9 shows the significance value of the Service Quality variable (X) 0. 112, and the significance value of the Customer Satisfaction variable (Y) 0. In both variables, the significance value is > 05, so it can be said that the residual value is normally distributed. Homogeneity Test The homogeneity test is a test of the similarity of two or more variations of distributions. The basis for decision-making in the homogeneity test is that if the significant value < 0. 05, then it is said that the variants of two or more groups of the data population are not the same. Table 10. Homogeneity Test Results Test Results BoxAos M Approx Sig. Source: Primary . Based on table 10 showing the results of the Bartlett homogeneity test, it can be seen that the Service Quality (X) to Customer Satisfaction (Y) has a significance value of 0. 072 > 0. 05, which means that the populations come from the same variance or the data variance is homogeneous. Linearity Test Linearity test to find out whether two or more variables tested have a significant linear relationship or This test is commonly used as a requirement in correlation analysis or linear regression. The basis for decision-making in the linearity test is if the value of sig. Deviation From Linearity > 0. 05, then the relationship between variables (X) and (Y) is linear or there is a relationship. Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 Satisfaction n Quality Between Groups Within Groups Total Source:Primary . e-ISSN 2722-1679 p-ISSN 2684-9135 Table 11. Linearity Test Results ANOVA Table Sum of Squares (Combine. Linearity Deviation from Linearity Mean Square Sig. <001 In table 11, the results of the second linearity test can be seen that the significance value (Value Sig. ) in each line of Deviation from Linearity shows a significance of 0. 359 which means a linear relationship between the Service Quality variable (X) and the Customer Satisfaction variable (Y). Linear regression analysis is a statistical method used to determine how much the Service Quality (X) variable affects Customer Satisfaction (Y). Simple Linear Regression Analysis Table 12. Linear Regression Test Results Model Summary Model R Square Adjusted R Std. Error of the Square Estimate Predictors: (Constan. Quality Model Regression Residual Total Table 13. Anova Test Result ANOVAa Sum of Mean Square Squares Source: Primary . Sig. Based on table 13, it is stated that the value of F Count = 38,340 with a significance level of 001<0. 05, then the regression model can be used to predict the participation variable or in other words there is an influence between the variable Service Quality (X) on Customer Satisfaction (Y). The magnitude of the correlation value or relationship (R) is 0. 733 from the output obtained the determination coefficient as in the table 12. (R Squar. 537 which means that the influence of the independent variable of Service Quality on the bound variable of Customer Satisfaction is 53. Correlation Analysis The correlation coefficient is a value that proves whether or not the linear relationship between two variables is strong. To see the direction of the relationship, it is described as in the table 14. According to the table 14, the analysis of the correlation coefficient above has a significant influence, which is close to the real level (Alph. far below 5% or 0. 05, in this case it proves that Customer Satisfaction (Y) is influential, because the r value of 0. 733 means between 0. 61 Ae 0. (Stron. , there is a positive correlation between the variables of Service Quality (X) and Customer Satisfaction (Y). Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 Table 14. Correlation Coefficient Test Result Interval Cowphysin Relationship Level 0,00 Ae 0,199 Very Low 0,20 Ae 0,399 Low 0,40 Ae 0,599 Keep 0,60 Ae 0,799 Strong 0,80 Ae 1,000 Very Strong Source: Sugiyono . Correlations Quality Quality Satisfaction Pearson Correlation Sig. -taile. Pearson Correlation Sig. -taile. Satisfaction Source: Primary . Determination Analysis The determination coefficient (RA) is used to measure how far the model is able to explain dependent variables (Ghozali, 2016. A value close to one means that the independent variables provide almost all the information needed to predict the variation of the dependent variable. Based on data analysis using the calculation of the determination correlation coefficient, the following results were in table 15. Table 15. Results of the Determination Coefficient Test Model Model Summary R Square Adjusted R Std. Error of Square the Estimate Predictors: (Constan. KUALITAS Source: Primary . By processing the data in the table above, the results of the determination coefficient value are results that can show the contribution of the independent variable . ervice qualit. to the bound variable . ustomer satisfactio. The results of the calculation of SPSS Ver. shows that the value of R Square determination coefficient of 0. 537 states that the influence of service quality on customer satisfaction is 53. 7% and the remaining 46. 3% is influenced by other factors that are not studied by the author. Partial T Test The t-test is used to partially test the hypothesis to find out the greater influence of each independent variable on the bound variable, namely whether or not there is an influence between Service Quality (X) and Customer Satisfaction (Y). With the provision that if the tcount > tthe table. Ho is rejected and Ha is accepted, meaning that the influence of X and Y is significant or if the value of Sig. < 0. Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 Type Table 16. Partial T Test Results Unstandarded Coefficients Constant Quality e-ISSN 2722-1679 p-ISSN 2684-9135 Sig -032 374 192 <001 Source: Primary . Based on the partial testing of the table, it can be obtained that the influence of the Service Quality variable on Customer Satisfaction, it is known that the significant level is 0. 001 < 0. 05 and the 192 > table 1. 668, then it can be concluded that the Service Quality variable (X) has an influence on the Customer Satisfaction variable (Y). so that the result of Ho is rejected and Ha is Therefore, it is said that there is a significant and positive influence of service quality testing on Customer Satisfaction in the delivery service labeled RedPack PT. Pelni (Perser. Positive means that the higher the quality of service, the higher the customer satisfaction, and vice versa, if the lower the quality of service, the lower the customer satisfaction. Discussion How Much Does Service Quality Affect Customer Satisfaction Based on the results of the analysis that has been obtained that the Service Quality variable (X) has a significant effect on the Customer Satisfaction variable (Y), this is shown from the results of the product-moment pearson correlation analysis of 0. 733 and includes the level of "strong correlation" The results of the analysis showed that the significance between the Service Quality (X) variable and Customer Satisfaction (Y) was 0. Based on the decision rule of the hypothesis, the probability value of 0. 05 is greater than or equal to the probability of significance, then Ho is rejected and Ha is accepted, meaning significance. This shows that there is an influence of Service Quality with Customer Satisfaction. The value of the termination coefficient (R Squar. tested using Spss Ver. 0 and manual is 0. 537 which shows that the influence of the independent variable (Service Qualit. on the dependent variable (Customer Satisfactio. The Factors That Most Affect Customer Satisfaction on Service Quality Based on the results of the research conducted, it was found that the factors that most affect customer satisfaction in the quality of service at Redpack labeled cargo delivery services at PT. Pelni (Perser. in 2024 is the reliability of the service, with a statement that the process of ordering loads labeled RedPack is easy and fast as well as the willingness and ability of employees to provide information about existing services (Rustina et al. , 2. The results of the questionnaire showed that most of the respondents gave a high assessment of the Reliability variable of 42. Reliability includes the ability to deliver the promised service accurately and reliably. This shows that customers highly value reliability in terms of timeliness (Kaligis et al. , 2. , accuracy of information, and trust in the services provided (Tjendana & Pranitasari, 2024. Yang et al. , 2. Loh et al. , . on his research result that digital trust was shown to be the most significant factor in determining customer satisfaction for both the rapid spot quotation procedure and the blockchain bill of lading. Perceived usefulness and convenience of use were the next most important factors. Additionally, there was a substantial association between perceived utility and ease of use, as well as between perceived ease of use and digital trust. Jurnal Sains Teknologi Transportasi Maritim Volume 7 No. Mei 2025 e-ISSN 2722-1679 p-ISSN 2684-9135 CONCLUSION From the results of Simple Linear Regression and Coefficient of Determination obtained R Square of 0. 537 which means that the influence of service quality on customer satisfaction is 53. The factor that most affects customer satisfaction in service quality in Redpack labeled cargo delivery services at PT. Pelni (Perser. in 2024 is the reliability of the service, with a statement that the process of ordering loads labeled Redpack is easy and fast, the willingness and ability of employees to provide information about existing services. The results of the questionnaire showed that most of the respondents gave a high assessment of the Reliability variable of 42. In line with the results of the research that has been carried out, there is a recommended suggestion, for companies to be able to improve the packaging of the cargo so that the goods are not easily damaged in transit, in perishable goods should be able to use wooden packing first before being put into the RedPack pocket and hold a tracking system or goods tracker so that the sender knows the location of the goods being sent and confirms and gives the customer a reason that the cargo is will experience delays, the company can increase the maximum load load in the delivery of RedPack labeled cargo services. REFERENCES