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All Journal Gorontalo Management Research Economics and Digital Business Review Jurnal Manajemen Bisnis Transportasi dan Logistik Annals of Human Resource Management Research
Kholdun, Amrulloh Ibnu
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Transportation

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Journal : Annals of Human Resource Management Research

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The mediating role of crew health in service quality Gabriella, Joanna; Setiawan, Edhie Budi; Octora, Theresye Yoanyta; Kholdun, Amrulloh Ibnu; Agusinta, Lira
Annals of Human Resource Management Research Vol. 5 No. 4 (2025): December
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v5i4.3410

Abstract

Purpose: This study examines the relationship between ship chandler service quality (specifically responsiveness, reliability, and product quality) and crew satisfaction, with crew health as a mediating variable. The research highlights the critical role of ship chandler services in supporting crew well-being, especially when access to essential supplies was restricted. Research Methodology: This quantitative study surveyed 150 crew members from 52 PIS-owned vessels using PMSol services, selected through purposive sampling, and analyzed the data using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results: The findings reveal that crew satisfaction is significantly influenced by responsiveness, reliability, and product quality. Moreover, crew health acts as a mediating variable, strengthening the impact of service and product quality on satisfaction. High-quality, reliable, and responsive services (both directly and indirectly) enhance crew happiness and well-being. Conclusions: Ship chandler services that are responsive, reliable, and provide high-quality products not only meet logistical needs but also enhance crew well-being and satisfaction. Recognizing crew health as a key factor can help maritime service providers design more human-centered support systems, especially during challenging times like a pandemic. Limitations: The study focuses solely on crew members aboard PIS-owned vessels using PMSol services, which may limit the generalizability of the findings to other companies or contexts. Contribution: Study highlights crew health as key mediator, linking service quality to satisfaction in maritime services.
Co-Authors Agusinta, Lira Alda, Aulia Mutia Dian Artanti Arubusman, Dian Artanti Didin Dwi Novianto Edhie Budi Setiawan, Edhie Budi Euis Saribanon, Euis Gabriella, Joanna Intan, Chyntia Sri Lois, Lingga Nap, Ferry Reynaldo Darmawan Octora, Theresye Yoanyta Pratiwi, Sekar Widyastuti Sabrina, Nadhila Cory Tantri, Roy Hartanto Utami, Nabilah Puteri Wahyuni, Rr. Endang