The Effect of Agency Services and Service Quality on The Number of Visits of The Travel Ship in PT. Andhika GAC Jakarta


Thepurposeofthisstudywastoexamineandanalyzetherelationshipbetweenagency servicesandservicequalitytothenumberofcruiseshipvisitsatPT.AndhikaGAC.This study uses data collection methods by publishing questionnaires with samples taken from55respondents.Thedataofthisstudyareallcruiseshipagencyserviceactivities for 3 months from November to December 2018. Sampling used is a non-probability sampling with a saturated sampling technique taken entirely from the population for a sample of 55 people. The data analysis technique uses multiple regression analysis techniques. The results showed that agency services partially had a positive and significant effect on the number of cruise ship visits. Service quality partially has a positiveandsignificanteffectonthenumberofcruiseshipvisits.AgencyServicesand Service Quality together have a significant effect on the number of cruise ship visits with a coefficient of determination (R2) of 0.617. The contribution of research shows that agency services and service quality can confirm the theory of sea transportation management, agency and human resource management.

[1] AbdulMajid,S.(2013).CustomerServiceintheTransportationServicesBusiness(1sted.).Jakarta:Raja Grafindo Persada.

[2] Dessler, G. (2010). HR Management. Jakarta: Salemba Empat.

[3] Hadari,N.(2000).ManagementofHumanResourcesforBusiness.Yogyakarta:GajahMadaUniversity Press.

[4] Handoko, T. H. (2009). Personnel Management and HR. Yogyakarta: BPFE.

[5] Kotler, P., & Amstrong. (2008). The Principles of Marketing (12th ed.). Jakarta: Erlangga.

[6] Kotler, P., & Keller, K. (2009). Marketing Management (13th ed.). Jakarta: Erlangga.

[7] Nasution, M.. (2010). Transportation Management (4th ed.). Bogor: Ghalia Indonesia.

[8] Salim, A. (2013). Transportation Management. Jakarta: Rajawali Press.

[9] Stigligts. (2000). Economic Of The Public Sector (Third). New York: Northon Chicago.

[10] Suyono. (2007). Shipping Transportation of Intermodal Import Exports by Sea Jakarta: PPM.

[11] Tjiptono, F., & Chandra, G. (2011). Service Quality and Satisfaction (3rd ed.). Yogyakarta: Andi.

[12] Sugiyono.(2007) Research Methods Quantitative, Qualitative Approach, Combination, and R & D. Bandung: Alfabeta.

[13] Eric Ferdinan Saleh A. (2011) Thesis Dipenogoro University. Faculty of Economics, Department Manajemen. Semarang.

[14] RizkaRahfiyana(2018)ThesisInstituteofTrisaktiTransportationandLogistics,StudyAirTransportation Management, Jakarta.

[15] Minrohayati,Harsari,M.,&Pujiastuti,S.L.(2016).EffectofServiceQualityonCustomerLoyaliyasatthe Open University Online Bookstore. Management, 16(3), 155–162.

[16] DesanHenriawan.(2015).Theinfluenceofservicequalityandcustomersatisfactiononcustomerloyalty in BPR HAMBAM ARTA Selaras Tulungagung. Manajemen, 1(1), 1–20.

[17] Dwi Aliyyah Apriyani Sunarti (2017) Journal of Business Administration, Vol. 51 No.2, Oktober.