KUALITAS PELAYANAN ADMINISTRASI BAGI PELANGGAN DI PT. SAMUDERA KENDARI LOGISTIK

Abstrak

This study aims to analyze the quality of administrative services for customers at PT Samudera Kendari Logistik in Kendari City, Southeast Sulawesi Province. This research employs a descriptive qualitative approach with data collection techniques including in-depth interviews, direct observations, literature studies, and operational documentation. Data analysis was carried out through data condensation, data display, and conclusion drawing to obtain a comprehensive overview of third-party logistics (3PL) service optimization based on the SERVQUAL model. The findings reveal that the dimensions of tangibles, reliability, assurance, and empathy are generally rated as excellent and professional. This performance is driven by the utilization of the integrated digital Warehouse Management System (WMS) at the Lapulu warehouse and the implementation of highly competitive internal staff compensation above the local market average. Although it provides positive guarantees for legal contracts and transparent quotation fees free from illegal levies, the expansion of the comprehensive service quality is still constrained in the responsiveness dimension during vessel force majeure situations. The manual coordination flow triggers a time lag in updating the cargo status, which increases customer anxiety regarding demurrage risks. Overall, this study concludes that the corporate administrative services have significantly contributed to the regional supply chain, but accelerating an automated real-time digital notification system is required to achieve a more optimal handling time.

Kata kunci

• Administrative Services
• Kualitas Pelayanan Administrasi
• Logistics
• SERVQUAL
• Service Quality
• maritim