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All Journal Siber Journal of Transportation and Logistics Greenation International Journal of Economics and Accounting
Larsen Barasa
Sekolah Tinggi Ilmu Pelayaran Jakarta, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Effect of Service Quality and Container Availability on Export Market Share: Evidence from Fresh Coconut and Natural Rubber Export Services in South Sumatra, Indonesia Larsen Barasa; Natanael Suranta; April Gunawan Malau; Aditya Rinaldi; Sopia Zahra
Greenation International Journal of Economics and Accounting Vol. 4 No. 1 (2026): Greenation International Journal of Economics and Accounting (March - April 202
Publisher : Greenation Research & Yayasan Global Resarch National

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/gijea.v4i1.787

Abstract

Container shipping logistics is a key determinant of the competitiveness of agricultural commodity exports; however, the mechanism by which service quality at the shipping agent level and container availability jointly determine export market share remains under-examined theoretically, and no empirical research exists on this topic—particularly in the export corridors of developing countries, where no previous studies have modeled these two driving factors simultaneously using causal inference methodology. This study examines the simultaneous effects of service quality (the five dimensions of SERVQUAL) and container availability on the export market share of PT Samudera Agro Logistics (SAL), a shipping agency operating fresh coconut and natural rubber export corridors in South Sumatra, Indonesia. A quantitative cross-sectional design was employed using Partial Least Squares Structural Equation Modeling (PLS-SEM), with data collected from 50 operational and managerial decision-makers at 10 active exporting companies, selected through purposive sampling based on direct involvement in SAL’s export service cycle and a minimum of one year of container logistics experience. The results indicate that container availability is the primary driver of export market share (β = 0.557; t = 5.054; p < 0.001), exerting a stronger influence than service quality (β = 0.432; t = 3.502; p < 0.01)—a finding that challenges the dominant view in maritime logistics literature, which focuses on service quality. Together, these two variables explain 57.9% of the variance in export market share (R² = 0.579), with large effect sizes (f² = 0.430 and 0.717) and adequate predictive relevance (Q² = 0.384), confirming the model’s robustness. As its primary theoretical contribution, this study introduces the Logistics Agent Competitiveness Model (LACM), an original framework that integrates SERVQUAL, Resource Based View (RBV), and Service Dominant Logic (SDL), which establishes that container availability is an independent strategic resource, not merely a sub-dimension of service quality, in determining the competitiveness of shipping agents. Practical implications are directed toward shipping agency managers prioritizing container fleet reliability, major shipping companies optimizing feeder allocation strategies, and policymakers addressing structural container imbalances in secondary export corridors.
Digital-Based Customer Service Development Strategy in the Business Development Division of Merchant Marine in Indonesia Suhartini Suhartini; Larsen Barasa; Aliya Izet Begovic Yahya
Greenation International Journal of Economics and Accounting Vol. 4 No. 1 (2026): Greenation International Journal of Economics and Accounting (March - April 202
Publisher : Greenation Research & Yayasan Global Resarch National

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/gijea.v4i1.788

Abstract

Digital transformation in customer service is reshaping how educational institutions manage stakeholder engagement, yet systematic evidence from Indonesian maritime vocational institutions remains scarce. This study examines the digital-based customer service development strategies implemented by the Business Development Division of Sekolah Tinggi Ilmu Pelayaran (STIP) Jakarta, analyzing how five integrated digital tools web-based service platforms, AI-powered chatbots, WhatsApp customer service, Zoom consultations, and Google Forms satisfaction surveys collectively affect communication efficiency, responsiveness, and service quality. A qualitative case study design was employed, drawing on semi-structured interviews with 8 key informants from the Business Development Division, direct observation of digital tool deployment, and analysis of CRM logs and satisfaction survey data across one academic year. Data were analyzed through a systematic six-phase thematic analysis with intercoder verification (Cohen's Kappa κ = 0.82). The study's key findings reveal three interdependent success factors: technological infrastructure quality, staff digital literacy and training, and data-driven iteration and identify digital literacy constraints among customers as the most significant remaining implementation barrier. The principal theoretical contribution is a contextually grounded integration of SERVQUAL service quality dimensions (Parasuraman et al., 1988) with digital transformation theory within an Indonesian maritime higher education context the first such integration for this institutional type demonstrating that reliability and responsiveness dimensions of service quality are most substantially improved by AI chatbot and WhatsApp integration, while assurance and empathy dimensions are most effectively addressed through Zoom consultation. The findings provide maritime educational institutions with an evidence-based digital service integration model transferable across analogous vocational higher education contexts.
Digitalization Technology and Promotion Strategy on Customer Satisfaction and Its Implications for Customer Lifetime Value in Ship Agency Business Swarti Swarti; A Mohamad Iqbal Fahmy; Larsen Barasa; Vidia Selasdini; Inayatur Robbany
Siber Journal of Transportation and Logistics Vol. 4 No. 2 (2026): (SJTL) Siber Journal of Transportation and Logistics (July - September 2026)
Publisher : Siber Nusantara Research & Yayasan Sinergi Inovasi Bersama (SIBER)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/sjtl.v4i2.1207

Abstract

The Indonesian ship agency business is at the heart of the country’s archipelagic trade connectivity, yet their ability to translate the service digitalization and promotional communication into long-lasting customer relationship is empirically under-explored, especially through the lens of Customer Lifetime Value (CLV). This research aims to analyze the effect of Digitalization Technology and Promotion Strategy on Customer Satisfaction and its implications for CLV, with Customer Satisfaction as a mediating variable, in the setting of a foreign ship agency service provider, PT Pelayaran Karana Line. A cross-sectional approach was used in a quantitative explanatory research design. The primary data was collected through an online structured questionnaire to 150 respondents which were determined using Slovin’s formula from 240 shipping principals’ principal representatives from 24 shipping principals with a purposive sampling technique. Data were analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The measurement model showed acceptable convergent validity (AVE 0.637-0.693), discriminant validity and reliability (composite reliability 0.953-0.970) for all constructs. The structural model showed good explanatory power (R² of 0.727 for Customer Satisfaction and 0.909 for CLV; Q² = 0.975). All seven hypothesized relationships were statistically supported (p < 0.05). Digitalization Technology and Promotion Strategy have a significant and positive effect on Customer Satisfaction and CLV, both directly and indirectly through Customer Satisfaction, which is the strongest direct predictor of CLV (β = 0.654). These findings extend the nomological network between digitalization and marketing communication to customer value in a business-to-business maritime service context and offer practical guidance to ship agencies for reinforcing automation, promotional value communication and relationship-continuity management.
Examining the Influence of Technological Innovation and Human Resource Capability on Competitive Advantage and its Implications for Operational Performance Tegar Sangga Buana; Elza Ratna Perbata; Larsen Barasa; Marudut Bernadtua Simanjuntak; Vidya Selasdini Siregar; Imam Fahcruddin
Greenation International Journal of Economics and Accounting Vol. 4 No. 4 (2026): Greenation International Journal of Economics and Accounting (September - Octob
Publisher : Greenation Research & Yayasan Global Resarch National

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/gijea.v4i4.962

Abstract

This study addresses the suboptimal operational performance of the Special Terminal of PT Oleokimia Sejahtera Mas (OSM) in Dumai, reflected in service delays, limited technological innovation, and uneven human resource readiness amid rising demand and regulatory pressure. Although these constructs have been widely studied in general port and logistics settings, their joint influence within a single-commodity special terminal remains underexplored. This study examines the effects of technological innovation and human resource capability on competitive advantage and operational performance, positioning competitive advantage as a mediating mechanism. A quantitative, cross-sectional survey was conducted among 190 employees of the OSM Special Terminal, selected through purposive sampling from a population of 350, and analyzed using Partial Least Squares Structural Equation Modeling. The results show that technological innovation and human resource capability are positively associated with competitive advantage, which is in turn associated with stronger operational performance, and that competitive advantage significantly mediates both relationships. The novel contribution of this study is showing that technological innovation converts into performance mainly through customer-facing digital interaction, while human resource capability operates through a slower, relationally mediated pathway, offering an integrative resource-based explanation beyond prior single-antecedent studies.
Co-Authors A Mohamad Iqbal Fahmy Aditya Rinaldi Aliya Izet Begovic Yahya April Gunawan Malau Elza Ratna Perbata Imam Fahcruddin Inayatur Robbany Marudut Bernadtua Simanjuntak Natanael Suranta Sopia Zahra Suhartini Suhartini Swarti Swarti Tegar Sangga Buana Vidia Selasdini Vidya Selasdini Siregar