Abstract:
Muzacky, Farhat. 2025. "The Influence of Vessel Service Feedback (VSF) Documents
and Employee Training on Ship Agency Services at PT Serasi Shipping Indonesia."
This study aims to determine the effect of the Vessel Service Feedback (VSF) document
and employee job training on ship agency services at PT Serasi Shipping Indonesia. The
background of this study is based on the less than optimal utilization of the VSF document
as a service evaluation tool and the less than optimal employee job training which has an
impact on service quality. The method used is a quantitative approach with data collection
techniques through questionnaires to 66 respondents, and data analysis using simple and
multiple linear regression. The results of the study indicate that the VSF document has a
positive and significant effect on ship agency services with a determination of 0.881
(88%) while employee job training also has a positive effect with a coefficient with a
determination of 0.830 (83%). Together, the two variables (VSF Document and employee
job training) provide a determination effect of 0.706 (71%) on ship agency services, with
a multiple correlation coefficient of 0.890. These findings indicate the importance of
integration between service evaluation through VSF and improving employee
competence through job training to increase service user satisfaction. This study
recommends that companies continue to conduct ongoing evaluations and training to
maintain and improve service quality.
