FACTORS AFFECTING SERVICE QUALITY IN SHIPPING AGENCIES: A CASE STUDY OF PT. BERKAH SAMUDRA SENTOSA

Abstract

Service quality in the shipping industry is essential for operational efficiency and customer satisfaction. This study investigates the impact of workload, work motivation, and work environment on service quality at PT. Berkah Samudra Sentosa, a leading shipping agency in Indonesia. Utilizing a quantitative research design, data were collected from 55 employees through a structured questionnaire and analyzed using SPSS 25. The reliability of the measurement instruments was confirmed with a high Cronbach's Alpha value of 0.882. Correlation analysis revealed strong positive relationships between the independent variables and service quality, with Pearson correlations ranging from 0.812 to 0.915, all significant at the 0.01 level. Regression analysis indicated that the predictors explained 38.1% of the variance in service quality (R² = 0.381), with work environment showing a significant positive effect (β = 0.557, p < 0.001) and work motivation exhibiting a significant negative effect (β = -0.581, p < 0.001). The findings underscore the importance of a conducive work environment and balanced motivational strategies in enhancing service quality. These insights offer practical implications for shipping agencies aiming to improve service quality and provide a foundation for future research..