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

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, and a skilled workforce that could disrupt the smooth operation and reduce customer satisfaction. This research aimed to know and analyze both the direct and indirect influences of the service quality of container loading-unloading on 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, with as many as 53 persons. Directly, the result of hypothesis testing between job satisfaction and employee performance was found to have a positive and significant influence. The result of this hypothesis testing, directly and indirectly, indicated that service quality and working motivation positively and significantly influenced employee performance mediated by job satisfaction. At the same time, the result of the fourth hypothesis testing indicated no significant influence between motivation and employee performance.