PENGARUH KUALITAS PELAYANAN JASA KEAGENAN KAPAL TERHADAP JUMLAH KUNJUNGAN KEDATANGAN KAPAL YANG DIAGENI OLEH PT SEGARA EKUALITAS ABADI CABANG MOROWALI

Abstract

This study aims to analyze the effect of the quality of ship agency services on the number of ship arrivals served by PT Segara Ekualitas Abadi, Morowali Branch. Service quality is an important factor in increasing service user satisfaction and has the potential to influence the level of ship visits to an agency company. The research method used is a quantitative method with a descriptive and associative approach. Data collection techniques were carried out by distributing questionnaires to respondents who are users of ship agency services. Data analysis used includes descriptive statistical analysis, validity tests, reliability tests, correlation coefficient analysis, and simple linear regression analysis to determine the magnitude of the influence between the independent and dependent variables. The results of the study indicate that the quality of ship agency services has a significant influence on the number of ship arrivals. This is evidenced by the correlation coefficient value which shows a strong relationship between the two variables, as well as the results of the hypothesis test which states that service quality has a positive and significant effect on increasing the number of ship visits. Thus, it can be concluded that the better the quality of ship agency services provided, the higher the number of ship arrivals served by the company. Therefore, the company is expected to continue to improve the quality of service in order to attract more service users and improve the company's operational performance.