<![CDATA[Purpose – This study aims to examine the operational management of ship pilotage services by analysing the role of pilot competency and an integrated digital ship service operation system in improving service effectiveness at PT Pelindo Banjarmasin. The increasing volume of vessel traffic on the Barito River requires safe, efficient, and timely pilotage services. Methodology/approach – This study employed a qualitative case study approach using semi-structured interviews, field observations, and document analysis. Findings – The findings indicate that pilot competency, supported by continuous training and operational experience, plays a vital role in maintaining navigational safety and service quality. The implementation of an integrated digital ship service operation system, including Phinnisi, Inaportnet, and Integrated Planning and Control (IPC), has improved operational coordination, reduced service delays, and enhanced operational efficiency. However, service effectiveness is still affected by internal and external vessel/tugboat factors, the dynamic characteristics of the Barito River, and technical disruptions to the digital system. Novelty/value – This study proposes an operational management framework that integrates pilot competency and digital transformation into a unified approach to improving the effectiveness of ship pilotage services on the Barito River. The findings provide practical contributions to digital transformation strategies and operational performance improvement in the port service sector.]]>
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