Service Quality and Working Motivation: Empirical Evidences of Freight Forwarding for Shipping Companies in Indonesia

Kamsariaty  Kamsariaty; Prasadja  Ricardianto; Gatot Cahyo  Sudewo; Moejiono Moejiono; Endri  Endri; Muhammad Taris  Hasibuan; Nuradi Nuradi; Endro  Winarno

Kamsariaty Kamsariaty 1Akademi Maritim Nusantara Banjarmasin
Prasadja Ricardianto Institute of Transportation and Logistics Trisakti
Gatot Cahyo Sudewo Politeknik Maritim Negeri Indonesia
Moejiono Moejiono Universitas Mercubuana Jakarta
Endri Endri Direktorat Jenderal Perhubungan Laut
Muhammad Taris Hasibuan Institute of Transportation and Logistics Trisakti
Nuradi Nuradi Badan Riset dan Inovasi Nasional, Jakarta
Endro Winarno

Keywords: container loading-unloading, job satisfaction, employee performance, service quality, working motivation

Abstract

Some problem questions could be formulated, including the operational delays caused by inconsistent service speed, long loading-unloading duration, less equipment for loading-unloading as well as skilled manpowers that could disrupt smooth operation and reduce customer satisfaction. The aim of this research was to know and analyze both the direct and indirect influences of the service quality of container loading-unloading on the job satisfaction in the freight forwarding companies in Banjarmasin City. The research method used the Partial Least Square-based Structural Equation Model approach. The sample of this research was the employees of three Freight Forwarding companies in South Kalimantan, namely Indo Container Lines Banjarmasin, Fajarindo Trans Logistics, and Golden Trans Banjarmasin as many as 53 persons. Directly, the result of hypothesis testing between job satisfaction and employee performance was found influence positively and significantl . summary, service quality and work motivation positively impact employee performance only through the mediation of job satisfaction. While these factors work indirectly, work motivation alone shows no significant direct influence on performance, highlighting that job satisfaction is the essential bridge required to turn motivation into actual results.