Kualitas Pelayanan Jasa Keagenan Terhadap kedatangan Dan Keberangkatan Kapal asing Di PT Bahtera Maju Selaras

The purpose of this study is to determine the constraints on the quality of agency services for the arrival and departure of ships at the port, which is one of the most important factors in improving the smoothness of sea transportation at PT Bahtera Maju Selaras. The formulation of the problem includes determining the quality of agency services for the arrival and departure of foreign ships at PT Bahtera Maju Selaras, and determining the effect of the quality of service on the arrival and departure of ships at PT Bahtera Maju Selaras. The method used in this study is a descriptive
qualitative method with data collection methods including observation, interviews, and documentation studies. The results of this study are: 1) The constraints found include delays in ETA information from the ship which causes limited document preparation time, data input errors due to negligence or lack of understanding of SOPs, and limited operational staff handling field activities. The use of digital systems such as Inaportnet has not been optimally utilized so that there are still processes that are carried out manually, which has an impact on work efficiency. 2) Obstacles that arise include incomplete or invalid ship documents, delays in the clearance process due to timeconsuming cross-agency coordination, and the persistence of administrative errors due to the suboptimal use of digital systems. Lack of staff training in system operation and procedural coordination also affects the smooth running of services.