Prosedur Pelayanan Keagenan Dalam Melayani Kedatangan Dan Keberangkatan Kapal Asing di Pt. Pelayaran Kencana Global

This final project is part of the implementation of research which aims to find out the procedures for agency services in handling the arrival and departure of foreign ships at PT. Global Kencana Cruise. This research formulates three main problems, namely how agency service procedures are implemented, what obstacles are faced in the process, and what efforts can be made to improve the quality of agency services. The data collection techniques used include direct observation in the field, interviews with related parties, and documentation, while the data analysis technique uses qualitative methods that are presented descriptively. The results of the study show that the agency service procedures in this company have been running in accordance with the applicable Standard Operating Procedures (SOP), by involving coordination between port agencies such as KSOP, Immigration, Customs, KKP, and BP Batam in fulfilling various administrative and operational requirements. However, there are still several obstacles in its implementation, including delays in documents, lack of coordination between agencies, language barriers, and disruptions in the digital system used. This research is expected to contribute to improving the effectiveness and quality of agency services in supporting the smooth arrival and departure of foreign ship activities at PT. Global Kencana Cruise.