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All Journal Dinasti International Journal of Digital Business Management
April Gunawan Malau
College of Maritime Science,Jakarta
Decision Sciences, Operations Research & Management

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The Effect of Agency Service Quality and Business Innovation on Agency Productivity and its Implications on Customer Loyalty in PT. Pertamina Port and Logistics in Sei Pakning, Riau Siswanto Siswanto; Bambang Sumali; Agung Kwartama; April Gunawan Malau
Dinasti International Journal of Digital Business Management Vol. 6 No. 5 (2025): Dinasti International Journal of Digital Business Management (August - Septembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i5.5499

Abstract

This study aims to analyze the impact of agency service quality and business innovation on agency productivity and its implications for customer loyalty at PT. Pertamina Port and Logistics (PPL) in Sei Pakning, Riau. The main issue addressed in this study is how service quality and business innovation can enhance agency productivity and how they influence customer loyalty. The population of the study consists of all customers of PT. PPL, with a sample of 109 respondents selected using purposive sampling with the Slovin formula. The research method used was quantitative with a cross-sectional design, and data collection was carried out through Likert scale questionnaires, which were then analyzed using SmartPLS 4 for validity, reliability tests, and path analysis based on Structural Equation Modeling (SEM). The analysis results show that agency service quality and business innovation have a positive and significant impact on agency productivity. Additionally, agency productivity is proven to mediate the relationship between agency service quality, business innovation, and customer loyalty. These findings suggest that improving service quality and implementing business innovations can strengthen customer loyalty through increased agency productivity. Therefore, it is recommended that PT. Pertamina Port and Logistics continues to enhance its service quality and implement business innovations that improve operational efficiency and customer experience, thus maintaining long-term customer loyalty
The Influence of Maritime Regulations and Company Policies on the Human Factor Accident Rate as an Intervening Variable (Case Study at PT. Marina Logistik Sejahtera) Aries Setiadi; April Gunawan Malau; Ayudhia Pangestu Gusti
Dinasti International Journal of Digital Business Management Vol. 6 No. 5 (2025): Dinasti International Journal of Digital Business Management (August - Septembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i5.5520

Abstract

This study aims to analyze the influence of maritime regulations and company policies on accident rates with human factors as an intervening variable at PT. Marina Logistics Sejahtera. The main issue examined is the extent to which maritime regulations and internal company policies can reduce shipping accident rates, as well as how human factors act as a mediator in strengthening the relationship among these variables. The population of this research consists of all crew members working at PT. Marina Logistik Sejahtera, with a total sample of 89 respondents. The sampling technique employed was purposive sampling using the Slovin formula. This study applied a quantitative method with a cross-sectional approach, in which data were collected through a Likert-scale questionnaire. The collected data were analyzed using Partial Least Square - Structural Equation Modeling (PLS-SEM) through several stages, including validity testing, reliability testing, and path analysis. The results indicate that maritime regulations and company policies have a positive and significant effect on both human factors and accident rates. Furthermore, human factors are proven to be an intervening variable that strengthens the influence of maritime regulations and company policies in reducing accident rates. Moreover, company policies have a more dominant effect compared to maritime regulations in shaping human factors and decreasing accident rates. The conclusion of this study is that improving regulatory compliance and strengthening internal policies based on training and crew competence are crucial strategies to reduce accident risks. Based on these findings, it is recommended that the company enhance its safety training system, improve regulatory monitoring mechanisms, and develop a risk management program focused on improving the quality of maritime human resources
Co-Authors Agung Kwartama Aries Setiadi Ayudhia Pangestu Gusti Bambang Sumali Siswanto Siswanto