Sistem Informasi Manajemen dan Loyalitas Pengguna Jasa pada Industri Maritim di Indonesia
Abstract
The purpose of this study was to determine the contribution of ship agency service quality and management information systems to service user loyalty through internal control mediation at Tanjung Priok Port. Some of the problems found, among others, are still not optimal service quality and management information systems provided by the company to customers. In addition, internal control has not been carried out optimally and ship departure schedules are sometimes not as promised by the company. This research was conducted at PT Umbu Perdana Maritim as a new agency company located in the Tanjung Priok Port area. The research population is the customers of PT Umbu Perdana Maritim, for a sample of 60 active customers which is called a saturated sample. For data processing carried out in this study, using the path analysis method. The results showed that the quality of ship agency services did not have a direct effect on service user loyalty through internal control, and the management information system did not have a direct effect on service user loyalty through internal control.
Keywords
Full Text:
PDFReferences
Alfian, M. M. (2022). Analysis of Service Quality, Ship Rental Prices, and Ship Management Influence on Charterer Loyalty Satisfaction and Impact at PT Buana Lintas Lautan Tbk. Journal of Sosial Science, 3(2), 353–362. https://doi.org/10.46799/jss.v3i2.307
Andrikopoulos, A., Merika, A., Merikas, A., & Sigalas, C. (2021). Related party transactions and principal-principal conflicts in public companies: Evidence from the maritime shipping industry. Transportation Research Part E: Logistics and Transportation Review, 145.
Arsyad, M. (2021). Proses Pelayanan Clearance In-Out Kapal Pada Keagenan PT. Armada Samudera Raya. Prosiding Seminar Nasional Sinergitas Multidisiplin Ilmu Pengetahuan Dan Teknologi, 4, 397–405.
Balci, G. (2021). Digitalization in container shipping: Do perception and satisfaction regarding digital products in a non-technology industry affect overall customer loyalty? Technological Forecasting and Social Change, 172, 121016.
Cahyudin, A. (2021). Pencegahan Kecelakaan Kapal dalam Upaya Peningkatan Pelayanan Kapal. Jurnal Ilmiah Kemaritiman Nusantara, 1(2), 56–60.
Chen, W.-J. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152–160.
Dewi, S. M., & Khatun, S. S. (2020). Disbursement Jasa Keagenan Kapal Di PT Dian Samudera Line Cabang Surabaya. MUARA: Jurnal Manajemen Pelayaran Nasional, 3(2), 77–85.
Fure, H. (2013). Lokasi, keberagaman produk, harga, dan kualitas pelayanan pengaruhnya terhadap minat beli pada pasar tradisional Bersehati Calaca. Jurnal Emba: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(3), 2730283.
Ginting, D., & Sembiring, M. J. R. (2020). Pengaruh Waktu Pengerjaan Warta Kedatangan Kapal Pada Sistem Online Inaportnet Terhadap Jumlah Kedatangan Kapal Di PT. Ekawira Swadaya Abadi Belawan. Journal of Maritime and Education (JME), 2(2), 108–111.
Hariyanto, S. (2016). Sistem Informasi Manajemen. Publiciana, 9(1), 80–85.
Herianto, M., & As’ ari, H. (2022). Kualitas Pelayanan Pemeriksaan Kapal Dalam Karantina Pada Kantor Kesehatan Pelabuhan Kelas III Dumai. Jurnal Niara, 15(2), 360–367.
Herlinda, A., & Manurung, S. A. (2021). Pendampingan Perancangan Kontrak Kerja Sama PT Pelayaran Nasional Lestari Dengan Keagenan Kapal. ConCEPt-Conference on Community Engagement Project, 1(1), 272–281.
Hidayat, S. (2017). Maritime Axis And Indonesia’s National Security: Challenge And Hope. Jurnal Pertahanan & Bela Negara, 7(3), 61–76.
Hsiung, H.-H., & Wang, J.-L. (2014). Factors of affecting internal control benefits under ERP system an empirical study in Taiwan. International Business Research, 7(4), 31.
Kodu, S. (2013). Harga, kualitas produk dan kualitas pelayanan pengaruhnya terhadap keputusan pembelian mobil Toyota avanza. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(3), 1251–1259.
Li, C., Peters, G. F., Richardson, V. J., & Watson, M. W. (2012). The consequences of information technolog. control weaknesses on management information systems: The case of Sarbanes-Oxley internal control reports. Mis Quarterly, 36(1), 179–203.
Mallia, D. (2011). The effects of customer relationship management on customer loyalty, within the financial services industry. University of Malta.
Martí, L., Puertas, R., & García, L. (2014). The importance of the Logistics Performance Index in international trade. Applied Economics, 46(24), 2982–2992.
Maulita, M., Rusman, R., & Marselinha, M. (2021). Proses Input Dokumen Kapal Asing Melalui Sistem Online Inapornet Di PT Bahtera Adhiguna (Keagenan) Cabang Balikpapan. Jurnal Maritim, 11(1), 24–31.
Nusa, I. B. S. (2020). Quality of audit system information for internal control effectiveness. International Conference on Business, Economic, Social Science, and Humanities–Economics, Business and Management Track (ICOBEST-EBM 2019), 198–202.
Pangihutan, A., Thamrin, M., & Suparman, A. (2016). Kualitas Pelayanan Jasa Keagenan Kapal Dan Komunikasi Interpersonal Pada Perusahaan Pelayaran. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 3(2), 217–225.
Petter, S., DeLone, W., & McLean, E. R. (2013). Information systems success: The quest for the independent variables. Journal of Management Information Systems, 29(4), 7–62.
Pollack, B. L. (2015). A Re-Examination of the Nature of the Service Satisfaction and Customer Loyalty Relationship Through the Lens of Attribution Theory. The Sustainable Global Marketplace: Proceedings of the 2011 Academy of Marketing Science (AMS) Annual Conference, 186.
Popa, L., & Dragomir, C. (2014). Performance Assessment of Ship Manning Service in Crewing Companies. 5th International Conference LUMEN Transdisciplinarity and Communicative Action, 21–22.
Putri, I. A. J., & Rahayu, T. (2022). Kualitas Pelayanan Jasa Keagenan Kapal Pada Perusahaan Pelayaran. Jurnal 7 Samudra, 7(1).
Saha, P. (2016). Indonesia’s potential as a maritime power. Maritime Affairs: Journal of the National Maritime Foundation of India, 12(2), 28–41.
Shahabuddin, A. M., Alam, A., & Azad, M. M. (2011). Internal Controls in Management Information System. International Journal of Computer Information Systems, 2(6), 58–78.
Sukrisno, S., & Piaratama, C. D. (2019). Proses Pengurusan Perpanjangan Dokumen Kapal Sebagai Syarat Penerbitan Surat Persetujuan Berlayar Di KSOP Kelas III Tanjung Wangi. MUARA: Jurnal Manajemen Pelayaran Nasional, 2(1), 1–8.
Syahril, S., Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Customer e-loyalty: How The Role of e-service quality, e-recovery service quality and e-satisfaction? UJoST-Universal Journal of Science and Technology, 1(1), 23–27.
UPM. (2021). Data Laporan Divisi Pemasaran PT. Umbu Perdana Maritim, Tahun 2021.
Widyaningrum, N., & Widianti, N. (2020). Studi Deskriptip Penerapan Inaportnet Dalam Pelayanan Konsumen di Perusahaan Keagenan Kapal. Jurnal Maritim Polimarin, 6(2), 54–57.
Wungow, R. (2013). Kualitas layanan, citra, nilai dan kepuasan pengaruhnya terhadap loyalitas pelanggan Hotel Rock Rand Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(3), 90–98.
Zeithaml, V. A., & Bitner, M. J. (2011). Service Marketing Strategy (Vol.15). New York: John Willey & Sons, Inc.
DOI: http://dx.doi.org/10.54324/j.mtl.v10i3.1136
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Monazatulo Zebua, Adenan Suhalis, Paulis Raga, Imam Sonny, Suharto Abdul Majid

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.