The Impact of Service Quality and Compensation on Crew Satisfaction in Manning Companies
Purpose: This study aims to examine the relationship between service quality, compensation, and crew satisfaction in a maritime crew service company. Specifically, it explores how service quality and compensation significantly affect crew satisfaction and the combined impact of these variables on overall satisfaction.
Research Methodology: A quantitative research design was employed, using an explanatory approach. The population of the study consisted of 146 crew members from PT. FOC Indonesia, with 60 participants selected through simple random sampling. Data were collected via a structured questionnaire with a five-point Likert scale, tested for validity and reliability.
Results: The analysis indicates that both service quality and compensation have a significant impact on crew satisfaction. Furthermore, when combined, these two factors also show a substantial relationship with crew satisfaction, demonstrating that quality service and fair compensation are crucial for maintaining high levels of satisfaction among the crew.
Conclusions: The study concludes that improving service quality and providing adequate compensation are essential for increasing crew satisfaction. The results suggest that PT. FOC Indonesia can enhance its competitive advantage in the crew recruitment market by addressing these factors.
Limitations: The study is limited by its focus on a single company and its sample size, which may not fully represent the entire industry. Further research could expand the scope to include other companies and a larger sample size to generalize the findings more broadly.
Contributions: This research contributes to the broader understanding of the factors influencing crew satisfaction in the maritime industry. It provides valuable insights for crewing companies seeking to improve their services and compensation systems to enhance employee satisfaction and retention.
- Abdullah, M. A. F. (2021). Analysis of consumer motives in purchasing decisions and the use of instant cooking seasonings. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan, 1(1), 27–35. https://doi.org/10.52909/jbemk.v1i1.24
- Adeoye, A. O., & Fields, Z. (2014). Compensation management and employee job satisfaction: A case of Nigeria. Journal of Social Sciences, 41(3), 345–352. https://doi.org/10.1080/09718923.2014.11893369
- Ariani, D. W. (2015). Employee satisfaction and service quality: Is there relations. International Journal of Business Research and Management, 6(3), 33–44.
- Back, K. J., Lee, C. K., & Abbott, J. (2011). Internal relationship marketing: Korean casino employees’ job satisfaction and organizational commitment. Cornell Hospitality Quarterly, 52(2), 111–124. https://doi.org/10.1177/1938965510370742
- Blešić, I., Pivac, T., & Divjak, T. (2017). Effects of employee satisfaction on the organizational commitment of employees in hotel management. Poslovna Ekonomija, 11(2), 114–132. https://doi.org/10.5937/poseko12-14857
- Boussaidi, A., & Hamed, M. S. (2015). The impact of governance mechanisms on tax aggressiveness: Empirical evidence from Tunisian context. Journal of Asian Business Strategy, 5(1), 1. https://doi.org/10.18488/journal.1006/2015.5.1/1006.1.1.12
- Candra Susanto, P., Firdiansyah Suryawan, R., Hartono, H., & Aji Purwoko, B. (2021). Analysis of accident-prone areas along the Ciawi–Puncak road, Bogor. Journal of Economics, Management, Entrepreneurship, and Business, 1(1), 32–43. https://doi.org/10.52909/jemeb.v1i1.4
- Candra Susanto, P., & Henokh Parmenas, N. (2021). Development of a succession planning model for insurance subsidiaries. Journal of Economics, Management, Entrepreneurship, and Business, 1(1), 56–75. https://doi.org/10.52909/jemeb.v1i1.16
- Chiang, C. F., & Wu, K. P. (2014). The influences of internal service quality and job standardization on job satisfaction with supports as mediators: Flight attendants at branch workplace. The International Journal of Human Resource Management, 25(19), 2644–2666. https://doi.org/10.1080/09585192.2014.884616
- Ferrero-Ferrero, I., Fernández-Izquierdo, M. Á., & Muñoz-Torres, M. J. (2015). Integrating sustainability into corporate governance: An empirical study on board diversity. Corporate Social Responsibility and Environmental Management, 22(4), 193–207. https://doi.org/10.1002/csr.1333
- Idoko, E. C., Nebo, G. N., & Ukenna, S. I. (2020). Determinants of field salespersons’ sales performance in deposit money banks: Does organizational commitment mediate? Banks and Bank Systems, 15(4), 204. https://doi.org/10.21511/bbs.15(4).2020.17
- Jou, R. C., Kuo, C. W., & Tang, M. L. (2013). A study of job stress and turnover tendency among air traffic controllers: The mediating effects of job satisfaction. Transportation Research Part E: Logistics and Transportation Review, 57, 95–104. https://doi.org/10.1016/j.tre.2013.01.009
- Kiffin-Petersen, S. A., & Soutar, G. N. (2020). Service employees’ personality, customer orientation and customer incivility. International Journal of Quality and Service Sciences, 12(3), 281–296. https://doi.org/10.1108/ijqss-12-2018-0104
- Lanis, R., Richardson, G., & Taylor, G. (2017). Board of director gender and corporate tax aggressiveness: An empirical analysis. Journal of Business Ethics, 144(3), 577–596. https://doi.org/10.1007/s10551-015-2815-x
- Maharani, S. P., Syah, T. Y. R., & Negoro, D. A. (2020). Internal service quality as a driver of employee satisfaction, commitment, and turnover intention exploring over focal role of employee well-being. Journal of Multidisciplinary Academic, 4(3), 170–175.
- Normala, D. (2010). Investigating the relationship between quality of work life and organizational commitment amongst employees in Malaysian firms. International Journal of Business and Management, 5(10), 75–82. https://doi.org/10.5539/ijbm.v5n10p75
- Nugroho, R. P., Sutrisno, T., & Mardiati, E. (2020). The effect of financial distress and earnings management on tax aggressiveness with corporate governance as the moderating variable. International Journal of Research in Business and Social Science, 9(7), 167–176. https://doi.org/10.20525/ijrbs.v9i7.965
- Perić, G., Dramićanin, S., & Pavlović, N. (2021). The influence of internal service quality and employee satisfaction on organizational commitment in travel agencies: The case of Serbia. Journal, 9(1), 43–60. https://doi.org/10.5937/menhottur2101043p
- Piriyathanalai, W., & Muenjohn, N. W. (2012). Is there a link? employee satisfaction and service quality. World Journal of Management, 4(1), 82–92.
- Prasetio, A. P., Luturlean, B. S., & Agathanisa, C. (2019). Examining employee’s compensation satisfaction and work stress in a retail company and its effect to increase employee job satisfaction. International Journal of Human Resource Studies, 9(2), 239–265. https://doi.org/10.5296/ijhrs.v9i2.14791
- Rafaeli, A., Ziklik, L., & Doucet, L. (2008). The impact of call center employees’ customer orientation behaviors on service quality. Journal of Service Research, 10(3), 239–255. https://doi.org/10.1177/1094670507306685
- Ramseook Munhurrun, P., Naidoo, P., & Lukea-Bhiwajee, S. D. (2010). Measuring service quality: Perceptions of employees. Global Journal of Business Research, 4(1), 47–58. https://doi.org/10.1108/09604520910984364
- Richardson, G., Taylor, G., & Lanis, R. (2013). The impact of board of director oversight characteristics on corporate tax aggressiveness: An empirical analysis. Journal of Accounting and Public Policy, 32(3), 68–88. https://doi.org/10.1016/j.jaccpubpol.2013.02.004
- Salau, O. P., Osibanjo, A., Adeniji, A., Falola, H., Igbinoba, E., Atolagbe, T., & Ogueyungbo, O. (2020). Crystalising employment quality and behavioural outcomes of employees in the public service. Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e05619
- Sarhan, A. A., Ntim, C. G., & Al-Najjar, B. (2019). Board diversity, corporate governance, corporate performance, and executive pay. International Journal of Finance & Economics, 24(2), 761–786. https://doi.org/10.1002/ijfe.1690
- Satria, B. (2021). The effect of transformational leadership and work motivation on employee performance at PT. XYZ. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan, 1(1), 36–47. https://doi.org/10.52909/jbemk.v1i1.25
- Setyawati, A., Nur Huda, M., Suripno, S., & Tannady, H. (2021). Analysis of integrated bus terminal services and their impact on customer satisfaction at Pulo Gebang. Journal of Economics, Management, Entrepreneurship, and Business, 1(1), 44–55. https://doi.org/10.52909/jemeb.v1i1.5
- Sharma, P., Kong, T. T. C., & Kingshott, R. P. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance: Exploring the focal role of employee well-being. Journal of Service Management, 27(5), 773–797. https://doi.org/10.1108/josm-10-2015-0294
- Singh, H., Al-Amin, A. Q., Baroto, M. B., Jamil, R., & Pazyar, M. (2016). Employee job satisfaction, customer satisfaction and profitability in 5-star hotels in Kuala Lumpur. Advanced Science Letters, 22(5–6), 1489–1492. https://doi.org/10.1166/asl.2016.6652
- Wellalage, N. H., & Locke, S. (2013). Corporate governance, board diversity and firm financial performance: New evidence from Sri Lanka. International Journal of Business Governance and Ethics, 8(2), 116–136. https://doi.org/10.1504/ijbge.2013.054416
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.