ANALISIS EFEKTIVITAS MANAJEMEN  PELAYANAN KAPAL DAN BARANG OLEH AGEN OPRASIONAL PADA PT HARAPAN BAHTERA INTERNUSA  BANJARMASIN

Setyo Slamet Raharjo; Iwan Mahendro

doi:10.33556/jstm.v27i1.665

ANALISIS EFEKTIVITAS MANAJEMEN PELAYANAN KAPAL DAN BARANG OLEH AGEN OPRASIONAL PADA PT HARAPAN BAHTERA INTERNUSA BANJARMASIN

Authors

Setyo Slamet Raharjo Unimar AMNI Semarang
Iwan Mahendro Unimar AMNI Semarang

DOI:

https://doi.org/10.33556/jstm.v27i1.665

Keywords:

Service Management, Effectiveness, Customer Satisfaction, Reliability, Responsiveness

Abstract

This study aims to analyze the effectiveness of ship and cargo service management by PT. Harapan Bahterah Internusa in Banjarmasin. The methods used in this research include interviews, customer satisfaction surveys, and direct observations. The results indicate that the company has a high level of service reliability, with 85% of shipments delivered on time. However, 30% of customers expressed dissatisfaction with the response time to complaints, and there were 10% reported cases of damaged goods. Although the customer satisfaction rate reached 78%, there is still room for improvement, particularly in communication and complaint handling. This study recommends enhancing employee training, developing better communication systems, and implementing technology for operational efficiency. With these measures, it is expected that PT. Harapan Bahterah Internusa can improve service quality and competitiveness in the maritime industry.

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Published

2026-08-23

Issue

Vol. 27 No. 1 (2026): September

Section

JURNAL SAINS DAN TEKNOLOGI MARITIM

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