Logistics Service Process and Attribute in Container Shipping Companies

The success of container shipping companies in operating their business is one of the driving factors for the economy in maritime countries. Studies on logistics service processes and attributes in this industrial sector are critical and necessary. However, there are not many studies that address this topic. So this study is directed to investigate the container shipping industry sector. Specifically, this study aims to investigate the flow of documents in the export and import process, assess the logistics service attribute of container shipping companies, and investigate the constraints faced by the industrial sector. This research takes a case study in East Java because this region has many container shipping companies. This study was conducted through a series of observations in the field, distributing questionnaires, and in-depth interviews with related stakeholders. From the results of the study conducted, it is found that there are nine logistics service attributes that are considered important by container shipping company customers, including (1) reliability of transportation facilities; (2) customer clearance; (3) tracking and tracing; (4) punctuality; (5) speed of service; (6) condition of goods; (7) responsiveness; (8) coverage of services; (9) cost of services. From the nine logistics service attributes that are considered necessary, the attributes that need to be prioritized for improvement are (1) speed of service; (2) responsiveness; and (3) coverage of services. In carrying out the shipping process, container shipping companies have several obstacles, including (1) lack of coordination between the container shipping company and related parties; (2) the occurrence of delays in document processing; (3) the time of arrival of the ship is less precise than the estimated time of arrival of the ship; (4) some items do not match the documents. The output of this study is used as an evaluation material for the container shipping industry sector.