OPTIMALISASI KUALITAS PELAYANAN JASA KEAGENAN KAPAL UNTUK MENUNJANG KELANCARAN PROSES CLEARENCE DI PT. BAHARI LAJU ANUGERAH CABANG BAHODOPI

Abstract

Prihantono Guntur, Khrisna 2025. "Optimization of Service Quality in Shipping Agency Services to Support the Smooth Clearance Process at PT. Bahari Laju Anugerah Bahodopi Branch" This study aims to identify and resolve problems in ship agency services at PT. Bahari Laju Anugerah Bahodopi Branch, particularly in the clearance in and clearance out processes. The main issues identified are the lack of employee discipline and inadequate supporting facilities, leading to delays in service procedures. The research uses a descriptive qualitative approach with data collected through observation, interviews, literature review, and documentation. Data analysis employs a fishbone diagram to determine the root causes and appropriate solutions. The findings show that service optimization can be achieved by improving employee discipline, enforcing strict sanctions, increasing work motivation, and providing adequate office facilities. This optimization is essential to enhance operational efficiency, customer satisfaction, and the company's reputation.