Analysis of The Influence of Human Capital In Ship Agency Service Company PT Oremus Bahari Mandiri on Customer Satisfaction And Loyalty Levels
Keywords:
human capital, service quality, shipping agency
Abstract
This research aims to analyze human capital's influence on customer satisfaction and loyalty in the ship agency services company, PT. Oremus Bahari Mandiri. The human capital in question includes three main aspects: skills, knowledge, and human resources (HR) attitude. This study is motivated by the critical role of human capital in improving service quality and company competitiveness. This research uses quantitative methods by collecting data through questionnaires distributed to PT customers. Oremus Bahari Mandiri. The population in this study consisted of customers from companies such as PGN Saka and PETRONAS, and the sample was taken using purposive sampling. The research results show that skills have an original sample value of 0.416 and a P value of 0.000; it can be concluded that skills play a key role in determining the level of loyalty and satisfaction. Knowledge has an original sample value of 0.369 and a P value of 0.000, indicating that expertise strongly contributes to increasing loyalty and satisfaction. Attitude has an original sample value of 0.228 and a P value of 0.000, and it can be concluded that attitude has an important role in determining the level of loyalty and satisfaction.
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References
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Ahmed, Z. ;, Wasif Zafar, M. ;, Ali, S., & Danish. (2020). Linking urbanization, human capital, and the ecological footprint in G7 countries: An empirical analysis. Sustainable Cities and Society, 55.
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Ali Soomro, F., Ahmed Shah, M., & Saleh Memon, M. (2020). Role of Empleyee Attitude as mediating Variable Between HR Practices and Organizational performance: Evidence from Public Sector Universities. International Journal of Disaster Recovery and Business Continuity, 11(1), 1032–1044.
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Arlbjørn, J. S., & Halldorsson, A. (2002). Logistics knowledge creation: Reflections on content, context and processes. International Journal of Physical Distribution and Logistics Management, 32(1), 22–40. https://doi.org/10.1108/09600030210415289
Bungatang, B., & Reynel, R. (2021). The Effect of Service Quality Elements on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 107–118. https://doi.org/10.52970/grmapb.v1i2.102
Chakraborty, D., & Biswas, W. (2020). Articulating the value of human resource planning (HRP) activities in augmenting organizational performance toward a sustained competitive firm. Journal of Asia Business Studies, 14(1), 62–90. https://doi.org/10.1108/JABS-01-2019-0025
Chand, M., & Katou, A. A. (2007). The impact of HRM practices on organisational performance in the Indian hotel industry. Employee Relations, 29(6), 576–594. https://doi.org/10.1108/01425450710826096
Chow, H. K. H., Choy, K. L., Lee, W. B., & Chan, F. T. S. (2005). Design of a knowledge-based logistics strategy system. Expert Systems with Applications, 29(2), 272–290. https://doi.org/10.1016/j.eswa.2005.04.001
D’Amico, G., Szopik-Depczyńska, K., Dembińska, I., & Ioppolo, G. (2021). Smart and sustainable logistics of Port cities: A framework for comprehending enabling factors, domains and goals. Sustainable Cities and Society, 69. https://doi.org/10.1016/j.scs.2021.102801
David, P. A. (2000). Knowledge, Capabilities and Human Capital Formation in Economic Growth (01/13).
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Diallo, M. F., Moulins, J. L., & Roux, E. (2021). Unpacking brand loyalty in retailing: a three-dimensional approach to customer–brand relationships. International Journal of Retail and Distribution Management, 49(2), 204–222. https://doi.org/10.1108/IJRDM-03-2020-0115
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Gunasekaran, A., & Kobu, B. (2007). Performance measures and metrics in logistics and supply chain management: A review of recent literature (1995-2004) for research and applications. International Journal of Production Research, 45(12), 2819–2840. https://doi.org/10.1080/00207540600806513
Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer Nature. https://doi.org/10.1007/978-3-030-80519-7
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Hamadamin, H. H., & Atan, T. (2019). The impact of strategic human resource management practices on competitive advantage sustainability: The mediation of human capital development and employee commitment. Sustainability (Switzerland), 11(20). https://doi.org/10.3390/su11205782
Harel, G. H., & Tzafrir, S. S. (1999). The effect of human resource management practices on the perceptions of organizational and market performance of the firm. Human Resource Management, 38(3), 185–200. https://doi.org/10.1002/(SICI)1099-050X(199923)38:3<185::AID-HRM2>3.0.CO;2-Y
Indriyani, I., Padilah, H., Anggoro, R., Susanti, S., Winanrni, E., & Astuti, S. dweni. (2022). Pemasaran Jasa Kepelabuhanan (1st ed.). Lakeisha.
Iqbal, M. A., Su, J., & Hasan, S. (2022). Skill and knowledge requirements of entry-level logistics professionals in the apparel industry of Bangladesh: an importance-expertise matrix analysis. International Journal of Fashion Design, Technology and Education, 15(1), 45–56. https://doi.org/10.1080/17543266.2021.1992514
Kadir, F. K. A., Aziz, N. A. A., Rusli, N., Rahman, A. A., Embong, A. H., & Salamun, H. (2022). The Role of Human Beings asCaliphs in Preserving Naturein this Internet ERA. Journal of Positive School Psychology, 6(3), 1681.
Kagaari, J., Munene, J. C., & Ntayi, J. M. (2010). Performance management practices, employee attitudes and managed performance. International Journal of Educational Management, 24(6), 507–530. https://doi.org/10.1108/09513541011067683
Konovsky, M. A., & Cropanzano, R. (1991). Perceived Fairness of Employee Drug Testing as a Predictor of Employee Attitudes and Job Performance. The American Psychologycal Associatioons, Inc, 76(5), 698–707. https://doi.org/10.1037/0021-9010.76.5.698
Kuo, C. I., Wu, C. H., & Lin, B. W. (2019). Gaining from scientific knowledge: the role of knowledge accumulation and knowledge combination. R and D Management, 49(2), 252–263. https://doi.org/10.1111/radm.12322
Lam, H. Y., Choy, K. L., Ho, G. T. S., Cheng, S. W. Y., & Lee, C. K. M. (2015). A knowledge-based logistics operations planning system for mitigating risk in warehouse order fulfillment. International Journal of Production Economics. https://doi.org/10.1016/j.ijpe.2015.01.005
Lee, F. H., Lee, T. Z., & Wu, W. Y. (2010). The relationship between human resource management practices, business strategy and firm performance: Evidence from steel industry in Taiwan. International Journal of Human Resource Management, 21(9), 1351–1372. https://doi.org/10.1080/09585192.2010.488428
Leonard Togatorop, A., Yando, M., & Assyiroth, I. (2022). The Effect of Agency Services on Service User Satisfaction in PT. Serasi Shipping Indonesia. Dinasti International Journal of Digital Business Management, 4(1), 6–13. https://doi.org/10.31933/dijdbm.v4i1.1558
M, B., & S, R. (2009). Structure of Human Capital Enhancing Human Resource Management Practices in India. International Journal of Business and Management, 4(5), 226–238. https://doi.org/10.5539/ijbm.v4n5p226
Mega, Z., & Marwan, J. (2022). Professional Human Resources to Create Consumer Satisfaction and The Impact on Purchasing Intention. IJHCM (International Journal of Human Capital Management), 6(2), 1–19. https://doi.org/10.21009/ijhcm.06.02.1
Mihi Ramírez, A. (2012). Product return and logistics knowledge: Influence on performance of the firm. Transportation Research Part E: Logistics and Transportation Review, 48, 1137–1151. https://doi.org/10.1016/j.tre.2012.06.001
Ndungu, D. N. (2017). The Effects of Rewards and Recognition on Employee Performance in Public Educational Institutions: A Case of Kenyatta University, Kenya. Global Journal of Management and Business Research, 17(1), 2249–4588. http://ir-library.ku.ac.ke/bitstream/handle/123456789/18189/The Effects of Rewards and Recognition on Employee.pdf?sequence=1
Ohrnberger, J. ;, Fichera, E., & Sutton, M. (2017). The relationship between physical and mental health: A mediation analysis.
Price, D. P., Stoica, M., & Boncella, R. J. (2013). The relationship between innovation, knowledge, and performance in family and non-family firms: an analysis of SMEs. Journal of Innovation and Entrepreneurship, 2(1), 14. https://doi.org/10.1186/2192-5372-2-14
Pucik, V., Evans, P., Bjorkman, I., & Jhaveri, K. (2017). The Global Challenge: International Human Resource Management. Chicago Business Press. https://books.google.co.id/books?hl=en&lr=&id=RMq8EAAAQBAJ&oi=fnd&pg=PR1&dq=From+a+traditional+perspective+regarding+human+resources,+it+is+based+on+an+individual%27s+philosophical+structure,+working+mechanisms+and+muscle+strength.+However,+from+a+modern+
Rane, N., Choudhary, S., & Rane, J. (2023). Metaverse for Enhancing Customer Loyalty: Effective Strategies to Improve Customer Relationship, Service, Engagement, Satisfaction, and Experience. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.4624197
Sağlam, B. B., & Çetin, Ç. K. (2022). Scrutinizing the Manifestation of Relational Norms: A Study of Terminal Operating Company-Liner Shipping Agency Relations. Transactions on Maritime Science, 11(2). https://doi.org/10.7225/toms.v11.n02.002
Schultz, T. W. (1961). Reviews of Books. The American Economic Review, 51(1), 1035–1039. https://doi.org/10.17723/aarc.7.2.h3k302u6224jq8g9
Stanković, R., Šafran, M., & Božić, D. (2016). Guidelines for improving logistic performances as drivers of the logistic industry development. Tehnicki Vjesnik - Technical Gazette, 23(5), 1497–1503. https://doi.org/10.17559/tv-20141016184435
Talib, M. S. A. (2020). Identifying halal logistics constraints in Brunei Darussalam. Journal of Islamic Marketing. https://doi.org/DOI 10.1108/JIMA-09-2019-0189
Torraco, R. J. (2005). Writing Integrative Literature Reviews: Guidelines and Examples. Human Resource Development Review, 4(3), 356–367. https://doi.org/10.1177/1534484305278283
Ul-Hameed, W., Shabbir, M. S., Imran, M., Raza, A., & Salman, R. (2019). Remedies of low performance among pakistani E-logistic companies: The role of firm’s IT capability and information communication technology (ICT). Uncertain Supply Chain Management, 7(2), 369–380. https://doi.org/10.5267/j.uscm.2018.6.002
Ulrich, D., Younger, J., Brockbank, W., & Ulrich, M. (2012). HR talent and the new HR competencies. Strategic HR Review, 11(4), 217–222. https://doi.org/10.1108/14754391211234940
Wahyuni, T. I. E., Ricardianto, P., Harits, A., Thamrin, M., Liana, E., Anggara, D. C., Abidin, Z., Setyowati, T. M., Sugiyanto, & Endri, E. (2022). The implementation of minimum service standards on ship operational performance: Empirical evidence from Indonesia. Uncertain Supply Chain Management, 10(4), 1297–1304. https://doi.org/10.5267/j.uscm.2022.7.010
Wallo, A., Kock, H., Lundqvist, D., & Coetzer, A. (2020). Understanding Factors That Enable and Inhibit Assessment of Outcomes of Competence Development. Human Resource Development Review, 19(4), 384–421. https://doi.org/10.1177/1534484320943332
Walton, R. E., & Lawrence, P. . (1985). HRM, trends & challenges. Harvard Business School Press. https://doi.org/0875841708
Weinstein, A. (2012). Superior Customer Value: Strategies for Winning and Retaining Customers (3rd ed.). CRC Press. https://books.google.co.id/books?id=QUz0bG-Y90wC&printsec=frontcover&dq=Superior+Customer+Value:+Strategies+for+Winning+and+Retaining+Customers&hl=en&newbks=1&newbks_redir=0&sa=X&ved=2ahUKEwj3zpqGvY-EAxXXyTgGHZ43Bh0Q6AF6BAgFEAI#v=onepage&q=Superior Custom
Zhang, D., Mohsin, M., Rasheed, A. K., Chang, Y., & Taghizadeh-Hesary, F. (2021). Public spending and green economic growth in BRI region: Mediating role of green finance. Energy Policy, 153. https://doi.org/10.1016/j.enpol.2021.112256
Ahmed, Z. ;, Wasif Zafar, M. ;, Ali, S., & Danish. (2020). Linking urbanization, human capital, and the ecological footprint in G7 countries: An empirical analysis. Sustainable Cities and Society, 55.
Ahmed, Z., Asghar, M. M., Malik, M. N., & Nawaz, K. (2020). Moving towards a sustainable environment: The dynamic linkage between natural resources, human capital, urbanization, economic growth, and ecological footprint in China. Resources Policy, 67.
Ajayi, D. O. (2023). Primary Sources of Data and Secondary Sources of Data. European Journal OfEducation and Pedagogy, 2(3). https://doi.org/http://dx.doi.org/19810.21091/ejedu.2023
Ali Soomro, F., Ahmed Shah, M., & Saleh Memon, M. (2020). Role of Empleyee Attitude as mediating Variable Between HR Practices and Organizational performance: Evidence from Public Sector Universities. International Journal of Disaster Recovery and Business Continuity, 11(1), 1032–1044.
Aman-Ullah, A., Mehmood, W., Amin, S., & Abbas, Y. A. (2022). Human capital and organizational performance: A moderation study through innovative leadership. Journal of Innovation and Knowledge, 7. https://doi.org/10.1016/j.jik.2022.100261
Arlbjørn, J. S., & Halldorsson, A. (2002). Logistics knowledge creation: Reflections on content, context and processes. International Journal of Physical Distribution and Logistics Management, 32(1), 22–40. https://doi.org/10.1108/09600030210415289
Bungatang, B., & Reynel, R. (2021). The Effect of Service Quality Elements on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 107–118. https://doi.org/10.52970/grmapb.v1i2.102
Chakraborty, D., & Biswas, W. (2020). Articulating the value of human resource planning (HRP) activities in augmenting organizational performance toward a sustained competitive firm. Journal of Asia Business Studies, 14(1), 62–90. https://doi.org/10.1108/JABS-01-2019-0025
Chand, M., & Katou, A. A. (2007). The impact of HRM practices on organisational performance in the Indian hotel industry. Employee Relations, 29(6), 576–594. https://doi.org/10.1108/01425450710826096
Chow, H. K. H., Choy, K. L., Lee, W. B., & Chan, F. T. S. (2005). Design of a knowledge-based logistics strategy system. Expert Systems with Applications, 29(2), 272–290. https://doi.org/10.1016/j.eswa.2005.04.001
D’Amico, G., Szopik-Depczyńska, K., Dembińska, I., & Ioppolo, G. (2021). Smart and sustainable logistics of Port cities: A framework for comprehending enabling factors, domains and goals. Sustainable Cities and Society, 69. https://doi.org/10.1016/j.scs.2021.102801
David, P. A. (2000). Knowledge, Capabilities and Human Capital Formation in Economic Growth (01/13).
Di Vaio, A., & Varriale, L. (2019). Digitalization in the sea-land supply chain: experiences from Italy in rethinking the port operations within inter-organizational relationships. Production Planning and Control. https://doi.org/10.1080/09537287.2019.1631464
Diallo, M. F., Moulins, J. L., & Roux, E. (2021). Unpacking brand loyalty in retailing: a three-dimensional approach to customer–brand relationships. International Journal of Retail and Distribution Management, 49(2), 204–222. https://doi.org/10.1108/IJRDM-03-2020-0115
Fugate, B. S., Stank, T. P., & Mentzer, J. T. (2009). Linking improved knowledge management to operational and organizational performance. Journal of Operations Management, 27, 247–264. https://doi.org/10.1016/j.jom.2008.09.003
Gunasekaran, A., & Kobu, B. (2007). Performance measures and metrics in logistics and supply chain management: A review of recent literature (1995-2004) for research and applications. International Journal of Production Research, 45(12), 2819–2840. https://doi.org/10.1080/00207540600806513
Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer Nature. https://doi.org/10.1007/978-3-030-80519-7
Hall, R. (2020). Mixing Methods in Social Research Qualitative, Quantitative and Combined Methods (Alisya Owen (ed.); 1st ed.). Sage Publications Ltd. https://www.google.co.id/books/edition/Mixing_Methods_in_Social_Research/Z4DQDwAAQBAJ?hl=en&gbpv=1&dq=exploration+and+explanatory+research+in+social+science&pg=PA17&printsec=frontcover
Hamadamin, H. H., & Atan, T. (2019). The impact of strategic human resource management practices on competitive advantage sustainability: The mediation of human capital development and employee commitment. Sustainability (Switzerland), 11(20). https://doi.org/10.3390/su11205782
Harel, G. H., & Tzafrir, S. S. (1999). The effect of human resource management practices on the perceptions of organizational and market performance of the firm. Human Resource Management, 38(3), 185–200. https://doi.org/10.1002/(SICI)1099-050X(199923)38:3<185::AID-HRM2>3.0.CO;2-Y
Indriyani, I., Padilah, H., Anggoro, R., Susanti, S., Winanrni, E., & Astuti, S. dweni. (2022). Pemasaran Jasa Kepelabuhanan (1st ed.). Lakeisha.
Iqbal, M. A., Su, J., & Hasan, S. (2022). Skill and knowledge requirements of entry-level logistics professionals in the apparel industry of Bangladesh: an importance-expertise matrix analysis. International Journal of Fashion Design, Technology and Education, 15(1), 45–56. https://doi.org/10.1080/17543266.2021.1992514
Kadir, F. K. A., Aziz, N. A. A., Rusli, N., Rahman, A. A., Embong, A. H., & Salamun, H. (2022). The Role of Human Beings asCaliphs in Preserving Naturein this Internet ERA. Journal of Positive School Psychology, 6(3), 1681.
Kagaari, J., Munene, J. C., & Ntayi, J. M. (2010). Performance management practices, employee attitudes and managed performance. International Journal of Educational Management, 24(6), 507–530. https://doi.org/10.1108/09513541011067683
Konovsky, M. A., & Cropanzano, R. (1991). Perceived Fairness of Employee Drug Testing as a Predictor of Employee Attitudes and Job Performance. The American Psychologycal Associatioons, Inc, 76(5), 698–707. https://doi.org/10.1037/0021-9010.76.5.698
Kuo, C. I., Wu, C. H., & Lin, B. W. (2019). Gaining from scientific knowledge: the role of knowledge accumulation and knowledge combination. R and D Management, 49(2), 252–263. https://doi.org/10.1111/radm.12322
Lam, H. Y., Choy, K. L., Ho, G. T. S., Cheng, S. W. Y., & Lee, C. K. M. (2015). A knowledge-based logistics operations planning system for mitigating risk in warehouse order fulfillment. International Journal of Production Economics. https://doi.org/10.1016/j.ijpe.2015.01.005
Lee, F. H., Lee, T. Z., & Wu, W. Y. (2010). The relationship between human resource management practices, business strategy and firm performance: Evidence from steel industry in Taiwan. International Journal of Human Resource Management, 21(9), 1351–1372. https://doi.org/10.1080/09585192.2010.488428
Leonard Togatorop, A., Yando, M., & Assyiroth, I. (2022). The Effect of Agency Services on Service User Satisfaction in PT. Serasi Shipping Indonesia. Dinasti International Journal of Digital Business Management, 4(1), 6–13. https://doi.org/10.31933/dijdbm.v4i1.1558
M, B., & S, R. (2009). Structure of Human Capital Enhancing Human Resource Management Practices in India. International Journal of Business and Management, 4(5), 226–238. https://doi.org/10.5539/ijbm.v4n5p226
Mega, Z., & Marwan, J. (2022). Professional Human Resources to Create Consumer Satisfaction and The Impact on Purchasing Intention. IJHCM (International Journal of Human Capital Management), 6(2), 1–19. https://doi.org/10.21009/ijhcm.06.02.1
Mihi Ramírez, A. (2012). Product return and logistics knowledge: Influence on performance of the firm. Transportation Research Part E: Logistics and Transportation Review, 48, 1137–1151. https://doi.org/10.1016/j.tre.2012.06.001
Ndungu, D. N. (2017). The Effects of Rewards and Recognition on Employee Performance in Public Educational Institutions: A Case of Kenyatta University, Kenya. Global Journal of Management and Business Research, 17(1), 2249–4588. http://ir-library.ku.ac.ke/bitstream/handle/123456789/18189/The Effects of Rewards and Recognition on Employee.pdf?sequence=1
Ohrnberger, J. ;, Fichera, E., & Sutton, M. (2017). The relationship between physical and mental health: A mediation analysis.
Price, D. P., Stoica, M., & Boncella, R. J. (2013). The relationship between innovation, knowledge, and performance in family and non-family firms: an analysis of SMEs. Journal of Innovation and Entrepreneurship, 2(1), 14. https://doi.org/10.1186/2192-5372-2-14
Pucik, V., Evans, P., Bjorkman, I., & Jhaveri, K. (2017). The Global Challenge: International Human Resource Management. Chicago Business Press. https://books.google.co.id/books?hl=en&lr=&id=RMq8EAAAQBAJ&oi=fnd&pg=PR1&dq=From+a+traditional+perspective+regarding+human+resources,+it+is+based+on+an+individual%27s+philosophical+structure,+working+mechanisms+and+muscle+strength.+However,+from+a+modern+
Rane, N., Choudhary, S., & Rane, J. (2023). Metaverse for Enhancing Customer Loyalty: Effective Strategies to Improve Customer Relationship, Service, Engagement, Satisfaction, and Experience. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.4624197
Sağlam, B. B., & Çetin, Ç. K. (2022). Scrutinizing the Manifestation of Relational Norms: A Study of Terminal Operating Company-Liner Shipping Agency Relations. Transactions on Maritime Science, 11(2). https://doi.org/10.7225/toms.v11.n02.002
Schultz, T. W. (1961). Reviews of Books. The American Economic Review, 51(1), 1035–1039. https://doi.org/10.17723/aarc.7.2.h3k302u6224jq8g9
Stanković, R., Šafran, M., & Božić, D. (2016). Guidelines for improving logistic performances as drivers of the logistic industry development. Tehnicki Vjesnik - Technical Gazette, 23(5), 1497–1503. https://doi.org/10.17559/tv-20141016184435
Talib, M. S. A. (2020). Identifying halal logistics constraints in Brunei Darussalam. Journal of Islamic Marketing. https://doi.org/DOI 10.1108/JIMA-09-2019-0189
Torraco, R. J. (2005). Writing Integrative Literature Reviews: Guidelines and Examples. Human Resource Development Review, 4(3), 356–367. https://doi.org/10.1177/1534484305278283
Ul-Hameed, W., Shabbir, M. S., Imran, M., Raza, A., & Salman, R. (2019). Remedies of low performance among pakistani E-logistic companies: The role of firm’s IT capability and information communication technology (ICT). Uncertain Supply Chain Management, 7(2), 369–380. https://doi.org/10.5267/j.uscm.2018.6.002
Ulrich, D., Younger, J., Brockbank, W., & Ulrich, M. (2012). HR talent and the new HR competencies. Strategic HR Review, 11(4), 217–222. https://doi.org/10.1108/14754391211234940
Wahyuni, T. I. E., Ricardianto, P., Harits, A., Thamrin, M., Liana, E., Anggara, D. C., Abidin, Z., Setyowati, T. M., Sugiyanto, & Endri, E. (2022). The implementation of minimum service standards on ship operational performance: Empirical evidence from Indonesia. Uncertain Supply Chain Management, 10(4), 1297–1304. https://doi.org/10.5267/j.uscm.2022.7.010
Wallo, A., Kock, H., Lundqvist, D., & Coetzer, A. (2020). Understanding Factors That Enable and Inhibit Assessment of Outcomes of Competence Development. Human Resource Development Review, 19(4), 384–421. https://doi.org/10.1177/1534484320943332
Walton, R. E., & Lawrence, P. . (1985). HRM, trends & challenges. Harvard Business School Press. https://doi.org/0875841708
Weinstein, A. (2012). Superior Customer Value: Strategies for Winning and Retaining Customers (3rd ed.). CRC Press. https://books.google.co.id/books?id=QUz0bG-Y90wC&printsec=frontcover&dq=Superior+Customer+Value:+Strategies+for+Winning+and+Retaining+Customers&hl=en&newbks=1&newbks_redir=0&sa=X&ved=2ahUKEwj3zpqGvY-EAxXXyTgGHZ43Bh0Q6AF6BAgFEAI#v=onepage&q=Superior Custom
Zhang, D., Mohsin, M., Rasheed, A. K., Chang, Y., & Taghizadeh-Hesary, F. (2021). Public spending and green economic growth in BRI region: Mediating role of green finance. Energy Policy, 153. https://doi.org/10.1016/j.enpol.2021.112256
Published
2025-05-15
How to Cite
Kurnia, D. P., Anggoro, R., & Adi, W. M. (2025). Analysis of The Influence of Human Capital In Ship Agency Service Company PT Oremus Bahari Mandiri on Customer Satisfaction And Loyalty Levels. Dinamika Bahari, 6(1), 32-45. https://doi.org/10.46484/db.v6i1.833
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Articles
