Yuliantini, Sarinah Sihombing, Theresye Yoanyta Octora, Euis Saribanon4, Muhammad
Thamrin AR | http://devotion.greenvest.co.id
699
SERVICES QUALITY OF SHIP AGENCY AND SERVICES
INTERPERSONAL COMMUNICATION IN SHIPPING
COMPANIES
Yuliantini
1
, Sarinah Sihombing
2
, Theresye Yoanyta Octora
3
, Euis Saribanon
4
,
Muhammad Thamrin AR
5
12345
Institute of Transportation and Logistics (ITL) Trisakti, Jakarta, Indonesia
[email protected]om
1
, sarinah.[email protected]
2
, yoanita_oct@yahoo.co.id
3
,
[email protected]m
4
, thamrinaroba7@gmail.com
5
KEYWORDS
Quality Of Services,
Ship Agency,
Communication
ARTICLE INFO
Accepted:
May 25
th
2022
Revised:
June 7
th
2022
Approved:
June 14
th
2022
ABSTRACT
This study aims to analyze the relationship between ship agency service quality,
interpersonal communication and user satisfaction at PT Buana Listya Tama,
either partially or simultaneously. This study uses a quantitative method by
conducting a survey, and the data is analyzed using correlation and regression.
The results showed that the interpersonal communication variable was also
positively correlated with customer satisfaction with a t-count value of 6.108 and
greater than t-table of 1.998 so that Ho was rejected and Ha was accepted.
Through the F test, it is known that the quality of service and interpersonal
communication simultaneously correlates with satisfaction where F count is
greater than F table (90.839 > 2.75) 50 so that Ho is rejected and Ha is accepted.
The coefficient of determination (R Sguare) between variables is 0.749 or 74.9%.
The contribution of service quality and interpersonal communication to customer
satisfaction is 74.946%, while 25.1% is influenced by other factors not examined.
749 or 74.9%. The contribution of service quality and interpersonal
communication to customer satisfaction is 74.946%, while 25.1% is influenced by
other factors not examined. 749 or 74.9%. The contribution of service quality and
interpersonal communication to customer satisfaction is 74.946%, while 25.1% is
influenced by other factors not examined.
INTRODUCTION
Nowadays, free trade is increasingly becoming an economic concept adopted by many
countries around the world including Indonesia. According to (Prentice, Dominique Lopes, &
Wang, 2020), free trade can be explained as the sale of products between countries without
import and export taxes or other trade barriers. With the introduction of free trade in
Indonesia, the flow of goods into and out of Indonesia is expected to increase dramatically.
Therefore, efficient and efficient transportation methods are very important to minimize the
cost of transportation operations. Ocean freight is one of the relatively inexpensive modes of
transportation that can support import and export activities (Teravaninthorn & Raballand,
2009).
To support and protect the domestic shipping industry, the Indonesian government took
decisive steps to implement the principles of cabotage in 2005. (Warsilan, 2018) According
to the policy only allows Indonesian-flagged vessels to sail and distribute cargo in Indonesian
waters. The regulation also stipulates that Indonesian-flagged vessels must be at least 51
percent owned by Indonesian parties. Eight years later, in 2013, the implementation of the
principles of cabotage is exciting domestic shipping industry. This amazing achievement can
Volume 3, Number 8, June 2022
e-ISSN: 2797-6068 and p-ISSN: 2777-0915
Vol.3, No.8, 2022
[ SERVICES QUALITY OF SHIP AGENCY AND
SERVICESINTERPERSONAL COMMUNICATION IN SHIPPING
COMPANIES]
700
http://devotion.greenvest.co.id|Yuliantini, Sarinah Sihombing, Theresye Yoanyta
Octora, Euis Saribanon4, Muhammad Thamrin AR
be seen from the significant increase in the market share of Inland freight volume increased
by 54% or about 101.3 million tons from 187.6 million tons in 2004 and 98.85% or about
350.93 million tons from 355 tons (Minot et al., 2019).
The number of national fleets increased sharply from 6,041 vehicles or 5.67 million tons
gross tons in 2004 to 12,774 vehicles or about 18.2 million tons in 2013(Wahyudi, 2021)
These outstanding achievements reflect the bright future of my country's shipping industry.
The domestic shipping industry is expected to grow by 6-7% in 2014 (Octaviannand,
Pandjaitan, & Kuswanto, 2017). Given the importance of this policy to the national economy,
the government is also expected to continue to implement the principle of cabotage. In
addition, Indonesia's economy is expected to grow by more than 5% in 2015, which means
that the overall business environment will remain good in 2015, which is bound to have a
positive impact on the Indonesian shipping industry (Endang, 2021).
With the above-mentioned development of the shipping industry, the demand for
shipping services will continue. This forces shipping companies to compete for customers.
(Viederyte & Didziokas, 2014). As the shipping industry provides services, the existing
competition is to provide satisfactory services to consumers by competing with each other
and to provide information to customers through interpersonal business activities. The
performance of a shipping company determines whether the company is competitive in the
world market. A simple requirement that shipping companies must meet is that the company
can provide services based on the needs and desires of the community (Griffith, 2019).
The management of shipping companies must respond quickly and accurately to the
demands of today's society. As a service company, a shipping company must focus on the
quality of the services provided. The service provided must be able to satisfy the customer.
The benefits of customer satisfaction increase the harmonious relationship between the
company and its customers, provide a good basis for repeat purchases, increase customer
loyalty, and can beneficially advise the company to attract more people to the company
(Zhang & Luo, 2016) .
Interpersonal communication is considered one of the strategies for establishing and
maintaining an effective relationship between an organization and the public. Human
communication has the function of collecting personal information so that they can predict
the reactions that will occur. This is supported by (DeVito, 2019) who says that interpersonal
communication is face-to-face communication between people, allowing each participant to
directly perceive the reactions of others. Therefore, in the above case, it is necessary for
entrepreneurs who provide shipping services to verify the satisfaction of service
users/customers, especially in terms of the quality of services provided and interpersonal
communication between employees and consumers/users (Lusiawati, 2019).
Interpersonal Communication according to (DeVito, 2019) there are five factors that can
affect effective interpersonal communication. The five dimensions are openness, empathy,
supportive attitude, positive attitude and equality. Do these five things well and you’ll keep
your customers happy. PT Buana Listya Tama's sales and marketing activities are supported
by Jakarta's marketing team. The company executes all its own marketing activities. This is
because the company believes in the importance of maintaining control over these marketing
Vol.3, No.8, 2022
Yuliantini, Sarinah Sihombing, Theresye Yoanyta Octora, Euis Saribanon4, Muhammad
Thamrin AR | http://devotion.greenvest.co.id
701
activities related to the strategic value of the company's customer information on its business
activities (Daniri, 2008).
As part of the marketing and sales team, the company has several dedicated customer
service representatives to focus on one or a few key clients, in order to meet the needs of
these clients (Notteboom, 2004). PT Buana Listya Tama always prioritizes quality service, by
trying to provide services that exceed customer expectations. However, in reality the efforts
made by PT Buana Listya Tama so far have not had the results as expected (Table 1).
Table 1. Revenue of PT Buana Listya Tama
Year
2011
2012
2013
2014
Income
$104,633,750
$69,789,953
$47,401,704
$36.007.333
Source: Annual Report of PT. Buana Listya Tama 2014
Given the unexpected sales growth of PT Buana Listya Tama, the year-on-year decline in
sales levels, and the rising sales levels, reasonable efforts are required to identify new market
opportunities to increase sales levels. New market opportunities and maximum service to
retain existing customers. When the community as a customer is satisfied with the company's
services, they maintain their loyalty to the company and do not rule out the possibility of
influencing others using PT Buana Listya Tama's shipbroking services (Tukker & Tischner,
2017).
This study aims to analyze the relationship between ship agency service quality,
interpersonal communication and user satisfaction at PT Buana Listya Tama, either partially
or simultaneously.
METHOD RESEARCH
Basically this section describes the implementation and service methods. The description
of the implementation of the activity includes the location, time, participant background, and
the number of participants. Meanwhile, the description of the activity method includes the
methods and materials presented. Choose one or a combination of several activity methods,
including: (1) training / training related to goods and services, diffusion of science and
technology, substitution of science and technology (renewable science and technology), or
simulation of science and technology; (2) Continuous education; (3) awareness / increased
understanding of a problem; (4) consultation / mentoring / mediation. It is best to avoid
organizing the writing into "sub-headings" in this section (Sunyoto, 2013). This study uses a
quantitative survey method. Data Analysis with Hypothesis Testing, Correlation Test and
Multiple Linear Regression Test. the tool used to analyze the data is SPSS version 21
RESULT AND DISCUSSION
Based on multiple regression calculations between Service Quality (X1), Interpersonal
Communication (X2), and Satisfaction (Y) with the help of the SPSS program in the
calculation, the following results can be obtained:
Vol.3, No.8, 2022
[ SERVICES QUALITY OF SHIP AGENCY AND
SERVICESINTERPERSONAL COMMUNICATION IN SHIPPING
COMPANIES]
702
http://devotion.greenvest.co.id|Yuliantini, Sarinah Sihombing, Theresye Yoanyta
Octora, Euis Saribanon4, Muhammad Thamrin AR
Table 2. Coefficients Regression Test Results.
Model
Unstandardized
Coefficients
Standardized
Coefficients
T
Sig.
B
Std.
Error
Beta
1 (Constant)
11.901
4,931
2,413
.019
Service quality
.677
.138
.422
4,905
.000
Interpersonal
communication
.820
.134
.525
6.108
.000
Dependent Variables: satisfaction
The regression results above are stated in the following formula:
Satisfaction = 11.901 + 0.677 X1 + 0.820 X2
With the following explanation; a constant of 11.901 means that if the variable quality of
service and interpersonal communication is 0, then the satisfaction value is positive at
11.901; The regression coefficient for the service quality variable is 0.677, meaning that if
the service quality increases by 1, then satisfaction will increase by 0.677. The positive
coefficient means that there is a unidirectional relationship between service quality and
satisfactionso that if there is an increase in service quality, it will also increase the satisfaction
of service users at Buana Listya Tama; The regression coefficient for interpersonal
communication variables is 0.820, meaning that if interpersonal communication increases by
1, then satisfaction will increase by 0.820.
The positive coefficient means that there is a unidirectional relationship between
interpersonal communication and satisfaction, so if there is an increase in interpersonal
communication, it will also increase the satisfaction of service users at Buana Listya Tama.
The coefficient of determination test is used to calculate the effect of the independent
variable on the dependent variable by using the R square number (number squared
correlation) or the coefficient of determination in the model summary table in the regression
test results with the SPSS program, as follows:
Table 3. Model Summary
Model
R
R Square
Adjusted R
Square
Std. Error of
the Estimate
1
.865a
.749
.740
3.57409
Predictor: (Constant), interpersonal communication, service quality.
Dependent Variable: satisfaction.
From the table, it can be seen that the value of R Square is 0.749 or 74.9%. Thus, the
magnitude of the influence of service quality variables and interpersonal communication on
satisfaction is 74.9%. The remaining 25.1% is influenced by other factors outside the
variables in this study.
Vol.3, No.8, 2022
Yuliantini, Sarinah Sihombing, Theresye Yoanyta Octora, Euis Saribanon4, Muhammad
Thamrin AR | http://devotion.greenvest.co.id
703
The t-test was conducted to determine the correlation of the independent variables
(quality of service and interpersonal communication) partially to the dependent variable (Y).
From the results of the regression test the output is presented as follows:
Table 4. Results of t Coefficients test
Model
t
Sig.
1 (Constant)
2,413
.019
Service quality
4,905
.000
Interpersonal communication
6.108
.000
Dependent Variable: satisfaction
Table 3 shows the value of t arithmetic > t table (4.905 > 1.998) for the X1 variable, then
Ho is rejected. This means that service quality is significantly correlated with service user
satisfaction at PT Buana Listya Tama.
Table 4 shows the value of t arithmetic > t table (6.108 > 1.998) for the X2 variable, then
Ho is rejected, meaning that interpersonal communication is significantly correlated with
service user satisfaction at PT Buana Listya Tama.
The F test was conducted to determine whether the independent variables (Quality of
Service and Interpersonal Communication) were significantly correlated with the dependent
variable (Satisfaction). Significant means that the relationship that occurs can apply to the
population (can be generalized). From the results of the regression analysis output, it can be
seen that the F value is shown in table 4 below:
Table 5. F ANOVA Test Results
Model
t
Sig.
1 (Constant)
2,413
.019
Service quality
4,905
.000
Interpersonal communication
6.108
.000
Predictors: (Constant), Interpersonal communication, service quality
Dependent Variable: satisfaction
Table 5 shows the calculated F value > F table = 90.839 » 2.75. Thus, Ho is rejected and
Ha is accepted. This means that the quality of service and interpersonal communication
simultaneously has a significant correlation with service user satisfaction at PT Buana Listya
Tama.
Vol.3, No.8, 2022
[ SERVICES QUALITY OF SHIP AGENCY AND
SERVICESINTERPERSONAL COMMUNICATION IN SHIPPING
COMPANIES]
704
http://devotion.greenvest.co.id|Yuliantini, Sarinah Sihombing, Theresye Yoanyta
Octora, Euis Saribanon4, Muhammad Thamrin AR
Table 6. Conclusions of Hypothesis Testing
Independent Variable
Relationship Pattern
Status with Y.
Satisfaction Variable
Service quality
X1 → Y
Partially Correlated
Interpersonal
Communication X2
X2 → Y
Partially Correlated
Service Quality X1 &
Interpersonal
Communication X2
X1 & X2 → Y
Simultaneous Correlation
SPSS 21 test results show that the study shows that an increase or decrease in customer
satisfaction during the study period is partially related to the service quality variable. 4.905
compared to t-table -1.998. The results of this study also showed that the increase or decrease
in customer satisfaction during the study period was also partly related to interpersonal
communication variables. This is based on the results of the t-test, which concludes that the t-
count is greater than the t-table, which is 6.108 compared to t-table = 1,998. Finally, the
results of this study concluded that the increase or decrease in customer satisfaction during
the study period was related to service quality and interpersonal communication variables.
This is based on the results of the F-test, which concludes that the F-number is greater than
the predetermined F-table, which is an F-number of 90,839. > F Table 2.75. Measured by the
coefficient of determination, service quality and interpersonal communication contributed
74.9% to customer satisfaction, while other unexamined variables contributed 25.1%.
CONCLUSION
Based on the data analysis results of all the data received, it can be concluded that the
respondents' average score for the service quality variable (X1) was 4.17, while the
respondents' average score for the interpersonal communication variable was 1.4.17 (X2) The
average rating is 4.12; the average customer satisfaction rate is 4.08. These three variables
have mean values in the consent category. Therefore, it can be said that PT Buana Listya
Tama's service quality, interpersonal communication and customer satisfaction are all in a
good category.
From the results of hypothesis testing, this study supports three hypotheses, namely
interpersonal communication and service quality variables, which are partially or
simultaneously significantly correlated with customer satisfaction variables. The quality of
service variable is positively and significantly correlated with t-count 4,905 and greater than
t-table 1,998, so it can be concluded that H0 is rejected and Ha is accepted. Interpersonal
communication variables are also positively correlated with customer satisfaction, with a t-
count value of 6.108 and a t-table greater than 1.998, so H0 can be rejected in favor of Ha.
The coefficient of determination (R Sguare) value between variables was 0.749 or
74.9%. The contribution rate of service quality and interpersonal communication variables to
customer satisfaction is 74.9%. The rest is simply explained by other factors outside the
research model. It is expected that the application of the results of this study will have an
Vol.3, No.8, 2022
Yuliantini, Sarinah Sihombing, Theresye Yoanyta Octora, Euis Saribanon4, Muhammad
Thamrin AR | http://devotion.greenvest.co.id
705
impact on improving customer (user) satisfaction with the service, and the management of PT
Buana Listya Tama must continuously improve the service quality and interpersonal
communication.
REFERENCES
Daniri, Mas Achmad. (2008). Standarisasi tanggung jawab sosial perusahaan.
Indonesia: Kadin Indonesia, 2(1), 1–36.
DeVito, Joseph A. (2019). The interpersonal communication book. Instructor, 1, 18.
Endang, Susilowati. (2021). Peer review. Navigating Between Two Reefs: Liberal
Expansion And Implementation Of The Cabotage Principle In Indonesia, 1816-2010.
Griffith, David. (2019). Rising Tide: Charter School Market Share and Student
Achievement. Thomas B. Fordham Institute.
Lusiawati, Ira. (2019). Public Service in Interpersonal Communication. International
Journal for Educational and Vocational Studies, 1(5), 484–488.
Minot, Nicholas, Warner, James, Lemma, Solomon, Kasa, Leulsegged, Gashaw,
Abate, & Rashid, Shahidur. (2019). The wheat supply chain in Ethiopia:
Patterns, trends, and policy options. Gates Open Res, 3(174), 174.
Notteboom, Theo E. (2004). Container shipping and ports: an overview. Review of
Network Economics, 3(2).
Octaviannand, Ramona, Pandjaitan, Nurmala K., & Kuswanto, Sadikin. (2017). Effect
of Job Satisfaction and Motivation towards Employee’s Performance in XYZ
Shipping Company. Journal of Education and Practice, 8(8), 72–79.
Prentice, Catherine, Dominique Lopes, Sergio, & Wang, Xuequn. (2020). The impact
of artificial intelligence and employee service quality on customer satisfaction
and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739–756.
Sunyoto, Danang. (2013). Teori, kuesioner, dan analisis data Sumber Daya Manusia.
Teravaninthorn, Supee, & Raballand, Gaël. (2009). Transport prices and costs in Africa:
a review of the main international corridors.
Tukker, Arnold, & Tischner, Ursula. (2017). New business for old Europe: product-
service development, competitiveness and sustainability. Routledge.
Viederyte, Rasa, & Didziokas, Rimantas. (2014). Cluster models, factors and
characteristics for the competitive advantage of lithuanian maritime sector.
Economics and Management, 19(2), 162–171.
Wahyudi, Wahyudi. (2021). Pelayanan Jasa Keagenan Kapal Dalam Memenuhi
Permintaan Suplai Kapal Mt. Melati 5 Oleh Pt. Usda Seroja Jaya Cabang Kuala
Tanjung. Politeknik Negeri Bengkalis.
Warsilan, Warsilan. (2018). Shipyard industrial development studies East Kalimantan.
Zhang, Mingli, & Luo, Nuan. (2016). Understanding relationship benefits from
harmonious brand community on social media. Internet Research.
Vol.3, No.8, 2022
[ SERVICES QUALITY OF SHIP AGENCY AND
SERVICESINTERPERSONAL COMMUNICATION IN SHIPPING
COMPANIES]
706
http://devotion.greenvest.co.id|Yuliantini, Sarinah Sihombing, Theresye Yoanyta
Octora, Euis Saribanon4, Muhammad Thamrin AR
Copyright holders:
Yuliantini, Sarinah Sihombing, Theresye Yoanyta Octora, Euis Saribanon,
Muhammad Thamrin AR (2022)
First publication right:
Devotion - Journal of Research and Community Service
This article is licensed under a Creative Commons Attribution-ShareAlike 4.0
International