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UNDERGRADUATE THESIS PROPOSAL AGREEMENT

1. Title :The Influence of Integrated Distribution andExport


Documents Supporting Service on Overall Service
Excellence Perception at PT. Bakhtera Trans Cargo
Semarang
2. Author :
a. Name : NovidaWidarani
b. NIM : 4.51.13.0.16
c. Departement : Business Administration
d. Study Program : International Business Management
3. Supervisor
a. Supervisor I : Drs. Umar Farouk, M. Si.
b. Supervisor II : Andi Setiawan, S.E., M.M.
4. Research Schedule : April-July 2016

Semarang, 30 May 2017


Author

Novida Widarani
NIM. 4.51.13.0.16

Aprroved by,
Supervisor I Supervisor II

Drs. Umar Farouk, M. Si. Andi Setiawan, S.E., M.M.


NIP. 196204161990031002 NIP. 197607202008011011

I. BACKGROUND

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International trade can be defined as trading activity which has been done by
the people from a country with people from another country according to the
agreements that have been made by two participants (Ekananda, 2014: 3).
International trade or known as export import is one of the most important matter
in a countrys economic cycle, even it can be stated that international trading and
business are the brain of the economic life. It also become one of the biggest
contributor for a countrys foreign exchange and one of the sources of income.
Trade is particularly important for many producing countries whose exports are
undiversified.

There are many factors which stimulate the export activity such as
geographical condition, worldwide trends and the most important factor is
distribution. Managing distribution in export activity is more complicated than
local trade distribution,considering the distance between exporters and buyer in
different country with different policy and regulation. There are many other things
should be concerned while managing international distribution such as the
transportation mode and the goods safety. A good distribution will prevent many
risk that can be caused by many factors during the long distribution process. In
export activities, the common types of transportation are air and sea.Since the
transport capacity from a country to another country is bounded we need to
consider the type of transport in the optimization model.According to Zhuravleva
(2013:68):

For the existence of a market economy, transport companies should focus on


getting the single most effective economic results in the supply chain. This
may contribute to a number of factors, namely formed market of transport
services, competition between enterprises and various modes of transport, and
others.

Freight forwarding is a company which concentrates and focusing in agency


to handle shipments for export and import or local trade. Freight forwarder is
alsocalled shipping agent, overall freight forwarding as a transportation
integration service provider. The duty of a freight forwarder is to handle all
activities needed to receive or deliver the goods using multimodal transportation
such as sea, land and air. Freight forwarding consists of organizing the

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transportation of goods by land, sea, air or intermodal, between their places of
origin and their places of destination. It also includes the preparation of
documentation for the purpose of customs clearance. The movement of goods
involve the organizing of the appropriate contracts of carriage with suitable
carriers in the name of the consignor or consignee (Gouthier et al, 2012:447).

The competition between transportation business become very strict


nowadays, it also affects the distribution sector. It is proven with the large number
of transportation service business which specialized their job on distribution,
especially freight forwarding.To keep up on this business sector each freight
forwarding company should have their own strategies to gain customers trust and
loyalty in order to keep their reputation. The biggest step that can be taken is to
give the best service to their shipper as their customer. Service factor has growing
fast as a differentiator and a key of competitive excellence.

The unceasing globalisation of services has prompted corporations in various


serviceindustries to concentrate on achieving customer delight through service
excellence,which should enable them to secure their competitive position and
establish long-termcustomer relationships. Service excellence is needed to build
positive perception from customer that will lead to customers satisfaction and
loyalty.service excellence occurs when customers perceive that a service exceeds
their previous expectations (Howritz and Nevile in Gouthier et al, 2012:447).
Service quality perception including image, product reputation and companys
responsibility to customer.

PT. Bakhtera Trans Cargo (BTC) Semarang is a freight forwarding company


which concentrates and focusing on the ocean and air freight specialized in export
shipping. As a forwarder they are experienced in full container load (FCL) cargo
shipping. BTC services covered worldwide, throughout of Asia, Australia, Europe,
USA and other regions with supported by highly dedicated team and qualified
partners around the world.Established in 2002 at surabaya, the company is
supported by high qualified professionals who have all the necessary experiences
and in-depth knowledge in their fields. Lead by boards and managements which
collectively had more than 30 years of experience on the business.

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Bakhtera Trans Cargo is currently under subsidiary of Batasa Capital. As the
companies (Batasa Capital) is financial services focusing on asset managements,
investment banking, and Islamic finance consulting.In 2006, BTC enlarge its
business by move their main office to Jakarta which operate as the head office and
supported by other own offices in Surabaya, Semarang, Solo, Cirebon, with sub-
agent in Medan, Padang, Panjang and Balikpapan. All offices supported by
modern information technology that visibility for inventory, order processing and
trace and tracking systems.

In order to reach their mission to be an integrated logistics company which


provide high quality services and exceeding customer expectations, BTC always
concerning on giving the best service to keep their customers loyalty. They
understand that in this highly competitive and fast-moving world people need a
reliable partner that they can trust with and rely without question. A partner that
become solution in their business that they can count on, one with financial
strength, global resources, and proven systems and processes that will give them
peace of mind knowing that everything is under control. as a Non Vessel-
Operating Common Carriers (NVOCC), BTC giving solution on the transport by
ocean and air services, with the best partner on shipping industries. They manage
to give their customers safe cost, safe time and lead time commitment.

PT. Bakhtera Trans Cargo works closely with more major carriers and with
commitment to provide better rates, more sailings and more flexible cut off time.
As the year goes by BTC grew up from a small office in to a bigger freight
forwarding agent from Orient Express Container an international freight
forwarder company from Taiwan. PT. Bakhtera Trans Cargo becoming the trusted
freight forwarding agents in Indonesia to manage shipments from OEC Freight
Indonesia. PT. Bakhtera Trans Cargo Semarang handles shipment from Central
Java and DIYsince they are the agent which take place near the port (Port of
TanjungEmas Semarang).

Based on the information from PT.Bakhtera Trans Cargo Semarang, the


amount of shipment volume shown of the amount of shippers container period of
January 2012 until December 2015 was increased year by year. as seen on Table

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1.1 explained about shipment volume of PT. Bakhtera Trans Cargo Semarang
period of January 2012-December 2016.

Table 1.1
Export Shipment Volume of PT. Bakhtera Trans Cargo Semarang
Central Java Area

Volume and Percentage of The Year


Month 2012 % 2013 % 2014 % 2015 % 2016 %
Jan 54 - 62 3,3% 55 7,8% 76 1,3% 54 17,4%
Feb 52 -3,7% 60 -3,2% 57 3,6% 79 3,9% 57 5,5%
March 55 5,7% 57 -5% 60 5,3% 82 3,8% 64 10,3%
Apr 61 11% 58 1,7% 62 3,3% 80 -2,4% 67 4,7%
Mei 58 -4,9% 56 -3,4% 64 3,2% 81 1,2% 66 -1,5%
Jun 57 -1,7% 57 1,8% 65 1,6% 78 -3,7% 65 -1,5%
Jul 57 - 60 5,3% 64 -1,5% 74 -5,1% 62 -4,6%
Agt 54 -5,3% 61 1,6% 62 -3,1% 79 6,8% 71 14,5%
Sept 56 3,7% 57 -6,5% 64 3,2% 69 -12,6% 70 -1,4%
Oct 59 5,3% 55 -3,5% 68 6,2% 48 -30,4% 75 7,1%
Nov 61 3,4% 53 -3,6% 71 4,4% 43 -10,4% 74 -1,3%
Des 60 -1,6% 51 -3,7% 75 5,6% 46 7% 75 1,3%
TOTAL 684 687 768 824 800
Year of 2012-2016
Sources: PT. Bakhtera Trans Cargo Semarang (2017)

The explanation of Table 1.1 as follows:

1) Table 1.1 shows the amount of container shipped by PT. Bakhtera Trans
Cargo Semarang in these past 5 years.

2) Total of the shipment is always increased almost every year except in 2016
where the total amount of the shipments was decreased almost 3%.

3) The highest amount of total shipment was on 2015 which is 824 containers
and the lowest was in 2012 which is only 684 containers.

4) The percentage of shipment volume was unstable every month. the highest
decrease of shipment percentage happened in 2015, it was -30,4% in
October while the highest increase was 17,4% in January 2016.

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5) The number in red indicates monthly shipment which havent reach their
target which is 55-60 containers per month. 15% of the total monthly
shipments in five years havent reach the target.

Although the amount of shipments was increasing every year but the decrease
on 2016 shows that PT. Bakhtera Trans Cargo havent improved their performance
yet. This thing also supported with the amount of customers complain at
PT.Bakhtera Trans Cargo Semarang as seen on Table 1.2 list of customers
complain and the precentage of customer complain on Table 1.3.

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Table 1.2
List of Customers Complain
PT. Bakhtera Trans Cargo Semarang
Period of January December 2016

Source: Customer Service Division of PT. Bakhtera Trans Cargo Semarang (2016)

Month
No Complain Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total

1 Late Shipment 0 2 1 1 0 2 1 3 1 1 1 3 16

2 Cargo Release 1 0 0 0 2 1 0 2 2 1 3 1 13

3 Document Clearance 2 2 1 0 1 1 3 2 1 3 0 2 18

4 Booking Inconvenience 2 1 1 1 2 0 1 2 1 2 1 1 15

Total 5 5 3 2 5 4 5 9 5 7 5 7 62

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Table 1.3
Percentage of Customers Complain
PT. Bakhtera Trans Cargo Semarang
Period of January December 2016

No Complain Total Percentage %


1 Late Shipment 16 25,8
2 Cargo Release 13 21
3 Document Clearance 18 29
4 Booking Inconvenience 15 24,2
Total 62 100%
Source: Customer Service Division of PT. Bakhtera Trans Cargo Semarang
(2016)

The explanation of the data above as follows:

1) The percentage of customers complain for late shipment was 25,8%,


which means that some of their cargo didnt come on the scheduled time.

2) The percentage of customers complain for cargo release was 21%, which
means that some of their cargo couldnt be released or having some
troubles due to some custom or documents clearance.

3) The percentage of customers complain for documents clearance was 29%,


which means that there were some mistakes on their shipment or export
documents.

4) The percentage of customers complain for booking inconvenience was


24,2%, which means that customers booking information didnt received
very well, which caused some misunderstandings between the liner and
forwarder on the ship schedule arrangement.

From the data above we also know that BTC needs to improve their service
quality for their customer due to the complains received by the customer
service division. as stated by Ening from BTC marketing division, the
operational service is very important to maintain their customers trust, started
from picking up the container untill the goods received by the consignee in a
good condition. Customers perceived the quality from the estimated time

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accurancy, documents handling and clearance and the goods safety. The same
as others company, the manager of PT. Bakhtera Trans Cargo Semarang is
targeting the shipment volume around 55-60 containers every month. From the
information, shipment volume of PT. Bakhtera Trans Cargo could rech their
target almost every month. But there were problems for PT. Bakhtera Trans
Cargo:

1) For these past 5 years the total amount of shipment volume was increased,
then in 2016 it was decreased by 3%.

2) The highest decrease of monthly shipment was in 2015 caused by some


crisis in the company from September to December 2015 (Ening,
Marketing Division PT. Bakhtera Trans Cargo Semarang).

3) Although the crisis came in 2015 but the total amount of shipment keep on
increased that year. it was decreased in 2016 where most of their monthly
shipments were mostly increased.

4) 15% of their monthly shipment in the past 5 years havent reach their
target.

Those things were such a failure for the company. If this thing keeps on happening
then it would be a bigger problem for PT. Bakhtera Trans Cargo, because it will be
difficult to compete in this industry which keep on growing every year with many
competitors.

It takes a lot of responsibilities and high risks to manage shippers cargo


distribution and shipment. Especially if the shipment should be carried by
morethan one transportation mode (Multimodal Transportation). To gain a
shippers trust it is very important to keep them well informed by giving them
reports of their cargo, estimating time when the cargo might be arrived or carried
by another vehicle or if theres a problem which cause their cargo doesnt come on
the scheduled time. Its all about the communication between liner, forwarder and
shipper. as a forwarder PT. Bakhtera Trans Cargo understands that it is important
to maintain their shippers trust, so the Customer Service Division of PT. Bakhtera

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Trans Cargo always concerning to build a good communication with their shipper
and also the liner to always get the most recent information of their shipment. So
that will make the shipper believe that their shipments are under control and
theyve give it to the right hand to handle it.

Besides a good communication another thing which is also important is the


overall documents handling. Its even the crucial thing to concern, since those
documents are very important in export procedure. If theres any slight of
mistakes it can cause the trouble of releasing the goods from customs area. That
would be an unpleasant thing for shipper, it could affect their trust to use the
service of PT. Bakhtera Trans Cargo.

As a forwarder a company which offer service as their main product, the


service quality is the main thing to concern in order to fulfill the customers
satisfaction. The services include integrating transportation and documents
handling. Based on the description above, writer is interested to arrange a final
report about THE INFLUENCE OF INTEGRATED DISTRIBUTION AND
EXPORT DOCUMENTS SUPPORTING SERVICE ON SERVICE EXCELLENCE
OVERALL PERCEPTION AT PT. BAKHTERA TRANS CARGO SEMARANG

I. PROBLEMS STATEMENTS

The service performance from PT. Bakhtera Trans Cargo will affect the
perception of their customers whether its positive or negative. A positive
perception can be created if the company could meet the customers satisfaction
by giving the excellence service through fulfilling their needs. In the opposite, if
the company couldnt fulfill the customers needs it will create a
negativeperception from them. To convince their customer that they have
excellence service, PT. Bakhtera Trans Cargo has to create the positive perception
from their customers.

Based on the description above from the background and the problems
statements, the purpose of this research is to find empirical evidence between
dependent variable and independent variable on it. The dependent variable is
service excellence overall perception, and the integrated distribution and export

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documents supporting service are the independent variable. The determined
questions of this research as follows:

1. What is the influence of integrated distribution structure which perceived


on service excellence overall perception?

2. What is the influence of export documents supporting service on service


excellence overall perception?

3. Based on the variables, what is the indicator that could create and increase
the positive perception of service excellence?

II. RESEARCH OBJECTIVES AND CONTRIBUTIONS

II.1Research Objectives

The purpose and contribution of the research are:

1. The purpose of the research is to analyze the influence of integrated


distribution structure which perceived on service excellence overall
perception.

2. The purpose of the research is to analyze the influence of export


documents supporting service on service excellence overall perception.

3. The purpose of the research is to analyze the indicators that could create
and increase the positive perception of service excellence.

II.2 Research Importance

The contribution and importance of this research are:

1. To Author

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This research is to analyze the influence of integrated distribution
structure which perceived on overall service excellence perception of
PT.Bakhtera Trans Cargo.

2. To Company

To identify the way to increase their service quality including integrating


transport distribution and export documents handling.

3. To Semarang State Polytechnic

Become one of references to the library which useful for student,


especially those in last semester of Business Administration Department.

IV. Literature Review

4.1 Based Theory

This chapter describes several theories that used in the study. There are
explanations of each theory.

4.1.1 Marketing

Marketing is the social process by which individuals and organizations obtain


what they need and want through creating and exchanging value with
others.According to Kotabe & Helsen (2011:13):

Marketing is essentially the activity, set of institutions and processes for


creating, communicating, delivering, and exchanging offerings that have
value for customers, clients, partners, and society at large. Marketing is not
only much broader than selling, it also encompasses the entire companys
market orientation toward customer satisfaction in a competitive
environment.

Marketing is a management process through which goods and services move


from concept to the customer. It includes the coordination of four elements called
the 4 P's of marketing:
1)Identification, selection and development of a product.
2) Determination of its price.

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3) Selection of a distribution channel to reach the customer's place.
4) Development and implementation of a promotional strategy.

4.1.2 Global Marketing

Basically, global marketing is application of marketing principals, concepts,


strategies and techniques inside the global market context. But, the global market
environment is way more complicated than domestic market environment.
Therefore, it needs more additional principals, concept, strategy and technique to
sell a product in to global market (Kristanto, 2011: 3).

According to Kotabe and Helsen (2011:18) global marketing refers to


marketing activities by companies that emphasize the following:

1. Standardization efforts- standardizing marketing programs across different


countries particularly with respect to product offering, promotional mix,
price, and channel structure. Such efforts increase opportunities for the
transfer of products, brands, and other ideas across subsidiaries and help
address the emergence of global customers.

2. Coordination across markets- reducing cost inefficiencies and duplication


of efforts among their national and regional subsidiaries.

3. Global integration-participating in many major world markets to gain


competitive leverage and effective integration of the firms competitive
campaigns across these markets by being able to subsidize operations in
some markets with resources generated in others and responding to
competitive attacks in one market by counterattacking in others.

A problem can be found anywhere and anytime, including in international


marketing. Barriers in international marketing according to Susilo (2013:5):

1. Buyer and Seller dont know each other very well or having a personal
relationship. It will be difficult for both sides giving their trust to their
business partner, whereas trust is the most important thing when we do

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such kind of business where we cant directly see the buyer or seller
and its product.

2. Both buyer and seller dont fully understand the rules, tradition and
characters from the counterpart country. it will cause many
misunderstandings between buyer and seller.

3. Buyer wants to complete the payment after they receive the goods,
while seller wants the payment settled right after the goods were
shipped.

4. The risk of not getting the appropriate goods as they ordered will
possibly happen to a buyer, while seller having the risk of late payment
or even lose their payment.

4.1.3 Service Marketing

Zethaml and Bitner in Lupiyoadi defined service (2013:7):

Service is all economic activities whose output is not a physical product or


construction is generally consumed at that time it is produced, and provides
added value in forms (Such as convenience, amusement, comfort or health).

In marketing or economy sector service is also a product that can be sold to


the customer. The world economy nowadays is increasingly characterized as a
service economy. This is primarily due to the increasing importance and share of
the service sector in the economies of most developed and developing countries.
In fact, the growth of the service sector has long been considered as indicative of a
countrys economic progress.

Service products have different characteristics with physical products,


according to Griffin in Lupiyoadi (2013:8) the characteristics of service products
described below:

1) Intangibility

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Services are intangible and do not have a physical existence. Services
cannot be touched, held and tasted. This is most defining feature of a
service and that which primarily differentiates it from a product. Also, it
poses a unique challenge to those engaged in marketing a service as they
need to attach tangible attributes to an otherwise intangible offering.

2) Unstorability

Service doesnt have any type of storage of its product. This characteristic
can be called inseparability, where commonly service is produced and
consumed at the same time.

3) Customization

Service often specially designed for customers needs.

based on the GATS/WTO-Central Product Classification/MTN.GNS/W/120, WTO


( World Trade Organization) clasified the service marketing scope as follows:

1. Business Service

2. Communication Service

3. Construction Service

4. Distribution Service

5. Education Service

6. Environment Service.

4.1.4 Export

Export is a function of international trade whereby goods produced in one


country are shipped to another country. the purpose of export activity is to gain
profit. According to customs regulation number 17 2006:

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it can be explained that export is an activity to release goods from customs
area. Goods can be defined as export goods if theyre already shipped out of
the customs area border, but from the service and security matter its
impossible to assign customs duty officers along the border line to give
export services and observing export goods.

Export performance can be measured using financial factors (cost, sales, profit)
and non-financial factors (satisfaction, service quality, achievements).
(Kuppusamy and Anantharaman,2012:2).

According to Kotabe&Helsen (2011:541) there are main reasons why


exporting become a popular way for many companies to go international:

1. Exporting requires minimum resources while allowing high flexibility.

2. Exporting offers substantial financial, marketing, technological, and


other benefits to the firm. Because exporting is usually the first mode
of foreign entry used by many companies, exporting early tends to give
them first-mover advantage.

Export activity becomes a major part of global and domestic marketing in a


country. in this globalization era where it gets easier to access everything from the
other side of the world, people tend to follow whats become the current trend in
the world. Not every country in the world could fulfill their needs because of the
limited resources and technology. That thing could become the factor of exporting
activity. Factors that can affect a countrys export activity:

1. Government policy in international trade sector. If the government


provide facilities for the exporters, they would be encouraged to
improve their export quality. Those facilities such as simplification of
export procedure, production facility for export goods, liquidation of
export charges and providing export facilities.

2. Global market condition. Demand and supply strength from many


countries can affect the price range in global market. If the demand is
lower than goods supply, the price tends to going down. This condition
would encourage the exporters to reduce their export volume.

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3. Exporters agility to utilize the market chance. An exporter should be
really careful and wise to find and utilize the market chance.
Therefore, they expect to get a larger market range. An exporter should
be good at marketing strategy.

4.1.5 Perception of Service Excellence

According to Tjiptono (2008:94):

Quality perception or perceived quality is an image and reputation of a


product and companys responsibility for them. Commonly due to lack of
customers knowledge about product feature and attributes, they perceive the
quality from other aspects such as price, brand, advertisement, company
reputation, even the country of origin. Every person could give different
perception of something based on their own opinion and information that they
receive.

for a freight forwarding company which offer service as their main product, a
customers perception could perceived their service quality and it is very
important for them to know their customers expectation and to measure the
quality of their service.Service is an act or performance that one party can offer to
another that is essentially intangible and do not in the ownership of anything. Its
production may not be tied to a physical product (Kotler in Abdul Majid,
2009:33).

Quality in service industry is a product or service presentation according to


the applied standard in the place where those products made and the delivery
should meet the customers expectation (Abdul Majid, 2009:49).It can be defined
that service quality is any act from a company to fulfill their customers
expectation. And also to create customers perception, a good service could create
a good perception for them.

Service excellence is the development from customer care and customer


service, in order to give the best of our services to the customer we have to
concern at customers needs, so that would be easier to gain customers
satisfaction (Barata in Abdul Majid , 2009:25). To create service excellence, we
need a comprehensive understanding regarding the service quality dimensions,

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poor service quality factors, sustainable service quality improvement strategies
(Tjiptono,2008:93).

The generic dimensions used by customers to evaluate service quality


according to the research of Zeitham, Berry and Parasuraman in Lovelock and
Wirtz (2011:407):

1) Reliability
Ability to perform the promised service dependably and accurately.
2) Responsiveness
Willingness to help customers and provide prompt service.
3) Assurance
Consist of:
- Credibility, which including trustworthiness, believability, honesty of
the service provider
- Security, freedom from danger, risk or doubt
- Competence, possession of the skills and knowledge required to
perform the service
- Courtesy, which including politeness, respect, consideration and
friendliness of contact personnel.
4) Empathy
Consist of:
- Access, Approachability and ease of contact.
- Communication, listening to customers and keeping them informed in
a language they can understand.
- Understanding the customers, making the effort to know customers
and their needs.
5) Tangibles
Appearance of physical facilities, equipment, personnel, and
communication materials.

4.1.6 Integrated Distribution

Distribution include the whole range of activities concerned with the effective
movement of a product from the production line in to the hands of the final
customer. To perform the complex operation of distribution effectively, we must
make a decision in such important areas as protective packaging, materials
handling, inventory control, storing, transportation (internally and externally)
(Megginson, 2013:245).

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Distribution become the crucial part of export procedure. A good distribution
can be a proponent factor beside a products quality. Sometimes we only think
about how to make the best quality of a product without concerning about how
those products can reach our customers place safely and on time. To create a
good integrated distribution system of export there are many things we should
concern such as information system, transportation modes and distribution
network. According to Zhuravleva (2013:68):

Organization of transport and logistics processes within the supply chain


management, based on consideration of the entire logical chain, which
includes all businesses, combined with information technology tools.
Advance the concept of market trends, a significant potential can be
increased. The driving force is the rate of change in a certain area of the
economy, including transport. The Fig. 4.1 below shows how the chain is
using logistic information:

Picture 4.1

Logistic Information Chain Management

Source:Zuhravleva (2013:68)

During the integration of new logistics processes are formed by combining a


series of operations, based on the new business organization. Integrated Logistics
is a link in the chain and has a greater degree of influence on management.

Integration of transportation distribution in export procedure referring to the


whole shipping procedures start from containerizing or picking the suitable

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container for shippers cargo,assign the expedition shipload (EMKL) to handle the
export licenses and certificates and choosing the right carrier or shipping line.

4.1.7 Export Document

There are many documents involved in international trade, such as


commercial documents, financial documents, transport documents, insurance
documents and other international trade related documents. In processing the
export consignment, documentation may be executed in up to four contracts: the
export sales contract, the contract of carriage, the contract of finance and the
contract of cargo insurance. It is therefore important to understand the role of each
document and its requirements in international trade:

1) Commercial Documents

a. Sales Contract

Sales contract is an agreement between the buyer and the seller


stipulating every detail of the transaction. Since this is a legally
binding document, it is therefore advisable to seek legal advice before
signing the contract.

b. Pro Forma Invoice

Pro forma invoice is an invoice provided by a supplier prior to the


shipment of merchandise, informing the buyer of the kinds and
quantities of goods to be sent, their value, and importation
specifications (weight, size and similar characteristics). This is not
issued for demanding payment but may be used when applying for an
import license / permit or arranging foreign currency or other funding
purposes.

c. Commercial Invoice

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Commercial invoice is a formal demand note for payment issued by
the exporter to the importer for goods sold under a sales contract. It
should give details of the goods sold, payment terms and trade terms. It
is also used for the customs clearance of goods and sometimes for
foreign exchange purpose by the importer.

d. Packing List

Packing list is a list with detailed packing information of the goods


shipped.

e. Insurance Certificate

Insurance certificatecertifies that the shipment has been insured under


a given open policy and is to cover loss of or damage to the cargo
while in transit.

f. Health Certificate

Health certificate is Document issued by the competent country when


agricultural or food products are being exported, to certify that they
comply with the relevant legislation in the exporter's country and were
in good condition at time of inspection, prior to shipment and fit for
human consumption.

g. Fumigation Certificate

A pest control certificate issued to certify that the concerned products


have been undergone the quarantine and pre-shipment fumigation by
the approved fumigation service providers. It is mainly required by the
US, Canada, Australia, New Zealand and UK's customs on solid wood
packing material from Hong Kong and the Chinese Mainland.

2) Transport Documents

a. Shipping Instruction

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Shipping instruction is a document with details of the cargo and the
shipper's requirements, and is the basic document for preparing other
transport documents such as bill of lading, air waybill, etc.

b. Bill of Lading (B/L)

B/L is an evidence of contract between the shipper of the goods and


the carrier. The customer usually needs the original as proof of
ownership to take possession of the goods. There are two types: a
STRAIGHT bill of lading is non-negotiable and a negotiable or
shipper's ORDER bill of lading (also a title document) which can be
bought, sold or traded while goods are in transit and is used for many
types of financing transactions.

c. House Bill of Lading

A bill of lading issued by a forwarder and, in many cases, not a title


document. Shippers choosing to use a house bill of lading, should
clarify with the bank whether it is acceptable for letter of credit
purpose before the credit is opened. Advantages include less packing,
lower insurance premiums, quicker transit, less risk of damage and
lower rates than cargo as an individual parcel / consignment.

d. Sea Way Bill

A receipt for cargo which incorporates the contract of carriage between


the shipper and the carrier but is non-negotiable and is therefore not a
title document.

e. Air Way Bill

A kind of waybill used for the carriage of goods by air. This serves as a
receipt of goods for delivery and states the condition of carriage but is
not a title document or transferable / negotiable instrument.

22
f. House Air Way Bill

An air consignment note issued by an air freight agent to provide the


cargo description and records. Again, it is not a title document.

3) Financial Documents

a. Documentary Credit D/C

A bank instrument (issuing or opening bank), at the request of the


buyer, evidencing the bank's undertaking to the seller to pay a certain
sum of money provided that specific requirements set out in the D/C
are satisfied.

b. Standby Credit

An arrangement between a customer and his bank by which the


customer may enjoy the convenience of cashing cheques, up to a value.
Or a credit set up between the exporter and the importer guaranteeing
the exporter will pay the importer a certain amount of money if the
contract is not fulfilled. It is also known as performance bond. This is
usually found in large transactions, such as crude oil, fertilizers,
fishmeal, sugar, urea, etc.

c. Bill of Exchange B/E

An unconditional written order, in which the importer addressed to and


required by the exporter to pay on demand or at a future date a certain
amount of money to the order of a person or bearer.

4) Government Documents

a. Certificate of Origin (COO)

This certifies the place of manufacture of the exported goods to meet


the requirements of the importing authorities.

23
b. Export Declaration

A statement made to the Director of Customs at port of entry or exit,


declaring full particulars of the shipment, eg. the nature and the
destination or exporting country of the ship's cargo. Its primary use is
for compiling trade statistics.

c. Export License

A document issued by a relevant government department authorising


the exports of certain controlled goods.

4.1.8 Freight Forwarding

The purpose of freight forwarding is to handle all the activities which required
for cargo shipment by sea, land or air transportation, which include receiving,
storing, sortage, packing, measuring, weighing, document handling and
settlement, vessel documents publishing, freight cost estimating, insurance claim
for cargo, payment settlement, and other additional charges included in shipment
procedure until the goods arrived in customers hand. A company which does the
freight forwarding activity called a freight forwarder.

Freight forwarder can be defined as a document handling and transportation


service company which behalf of shipper/consignee and do their routine activities
such as stuffing cargo, storing/warehousing, managing local transport, managing
ocean freight payment. The main function of a forwarder as a mediator of shipper
and consignee with the shipping line or airliner (Susilo, 2013:142).

Forwarder is also working as consultant for shipper by giving advices and


suggestion about shipment procedure aspects. Shipment procedure aspects
including:

1. Packing procedure
To maintain cargos safety we need to have a good and strong
packaging since the goods will be delivered for a long distance

24
especially if it shipped through the sea way which will needs extra
times to get the goods arrived in the destination.
2. Destination country and their trade policy
Every country has different for the international trade. as a
forwarder it would be necessary to know about every countrys
trade policy.
3. The best and fastest freight route
The accurancy of choosing the right route will save times and
reducing the risk of goods damage during the shipment.
4. Managing documents and tracking cargo during the shipment
Export procedure has many documents required and all documents
must be well prepared in order to support shipment fluency. And it
will be an additional value if we can always control our goods by
tracking its position.

In freight forwarding activity there are many parties involved beside the freight
forwarder, those parties are:

1. Shipper
Shipper or exporter is a person or company who owns the goods.
2. Stevedore
Stevedore helps forwarder loads and unloads their stuff.
3. Cargo surveyor
Cargo surveyor helps checking the cargo on port.
4. Shipping line, air line or carrier
A company which provide and manage vessels or vehicle to deliver the
goods.
5. Insurance company and bank documentation
6. Government instance (customs and port officer, department of
transportation, trade department).

Although shipper or consignee can do the document and shipping handling by


themselves, but usually those things were taken over by freight forwarder using
their name to process their shipment cargo with 2 different ways. For that reasons
it can be concluded that the freight forwarder has two scopes, according to Susilo
(2013:142):

1) On behalf of Shipper or Exporter


According to the shipping instruction received, freight forwarder will do
these procedures:

25
a. Choosing the shipping route (Trade lane), transportation mode and
shipping line.
b. Learn about the term and condition from L/C if shipper using L/C, and
also government policy in both shippers and consignees country.
c. Packing cargo, except it had already been packed by shipper as the
term and condition or destination route.
d. Manage warehousing for cargo before stuffing.
e. Giving advice for shipper about the importance of loss insurance (term
and condition applied).
f. Booking space at shipping company.
g. Receiving cargo and issuing documents for shipper, such as
forwarders certificate of transport and many more.
h. Carry the cargo to the container yard at the port, handling custom
clearance and documents comprehensiveness and then hand it to the
liner or shipping company.
i. Paying all charges including the ocean freight.
j. Taking responsibility of B/L signed by the liner and giving it to
shipper.
k. Monitoring cargo movements until arrive in the destination country by
contacting the liner or agent from destination country.
2) On Behalf of Consignee
According to the jobs given by the consignee so the forwarder must do
things as follow:
a. Receiving and checking all the documents such as packing list and
invoice which have any relevance with cargo movement.
b. Monitoring cargo movement as a consignee, if the freight controlled by
them.
c. Receiving cargo from liner and pay the ocean freight if its necessary.
d. Handling the custom clearance process and pay the import duty.
e. Hand over the cargo to the consignee.

4.2 Theoretical Framework

Theoretical framework contains theoretical concepts which used as


framework or principle to answer research problems. This part focusing on
literatures which discuss about the relevant theoretical concept from the problem
statements and the purpose of research (Indriantoro&Supomo,
2002:226).Theoretical framework of this research project described as below:

Picture 4.2

26
Theoretical Framework of Service Excellence Overall Perception

Influence of
Integrated
H1
Distibution
Service Excellence
Overall Perception
H3

Export Document
Supporting Service
H2

Source: Sugiyono (2007:64)

Based on the picture above,influence of integrated distribution and export


documents supporting service are independent variables which affected overall
perception of service excellence (dependent variable).

4.3 Latest Research

In the latest research, researchers had done many research for Service Quality,
Service Marketing Management, Freight Forwarding and Distribution, therefore it
would help to analyze the spesific problems in this research. There are several
relevant researches result shown in the Table below:

Table 4.1

Latest Research

Reasearch Research Variable


Research
Author and Title Independent Dependent
result
Year

27
AdhiWahyu PENGARUH KinerjaLayana LoyalitasKonsume Service
N (2013) n(Service ndalamMengguna performance
KINERJA
Performance) kanJasaPengirima (X1), Trust
LAYANAN,
(X1), nBarang(consume (X2) and
KEPERCAYA
Kepercayaan( ns loyalty on Satisfication
AN
Trust) (X2), using goods (X3) affected
DAN Kepuasan(Sati delivery service) Consuments

KEPUASAN sfaction) (X3) (Y) loyalty


positively. It
TERHADAP
can be stated
LOYALITAS
that the higher
KONSUMEN service
performance
DALAM
given to the
MENGGUNA
customers will
KAN JASA
gain more
PENGIRIMA
customers
N BARANG
loyalty.
(StudiKasus

di

Hira Cargo
Cabang
Semarang)
(The Effect of
Service
Performance,
Trust and
Satisfaction
onconsumens
loyalty on
using goods

28
delivery
service)

CindarUtam ANALISIS KualitasPelaya KepuasanPelangga Service quality


iDewi PENGARUH nan(Service n(Customers (X)
(2012) KUALITAS Quality) (X) Satisfaction) (Y) significantly
PELAYANAN affected
TERHADAP customers
KEPUASAN satisfication
PELANGGA (Y) positively.
N FREIGHT
FORWARDIN
G PT. ACW
INDONESIA(
The Influence
of Service
Quality
towards
Customers
Satisfaction of

29
PT. ACW
Indonesia)
BastiarNurR Proses This papers
okhim Pengurusan mainly discuss
(2016) Export about the
Wooden whole
Furniture procedure of
(1x40 Hc) Wooden
Oleh PT. Furniture
Bakhtera Export by PT.
Trans Cargo Bakhtera Trans
Di Pelabuhan Cargo also the
Semarang(Wo problems with
oden the solutions.
Furniture (1x
40 HC)
Export
Handling
Process by
PT. Bakhtera
Trans Cargo
Semarang in
port of
Semarang)
Ferdy AnalisisPenga PersepsiKualit Brand Awarness Quality
Ramadhan ruhPersepsiKu as(Quality (Y) perception
Atnan alitas, Perception) (X1), Product
(2014) KetersediaanP (X1) availability
roduk, Product KetersediaanP (X2), and
Knowledge roduk(Product Product
Terhadap Availability) Knowledge
Brand (X2) Product affected Brand

30
AwarnessProd Knowledge awarness
uk Private (X3) positively.
Label(The
Effect of
Quality
Perception,
Product
Availability
and Product
Knowledge
towards The
Private Lable
Brand
Awarness)

4.4 Research Hypothesis

Hypothesis is a temporary presumption statement about a parameter condition


based on the sampling distribution probability from the parameter (Hadi,
2015:401). Based on the theoretical framework, the research hypotheses are:

1. Hypothesis Null (Ho)

1
Ho : Integrated Distribution influenced the Service Excellence Overall
Perception positively.

2
Ho : Export Document Supporting Service influenced the Service
Excellence Overall Perception positively.

2. Hypothesis Alternative (Ha)

1
Ha : Integrated Distribution influenced the Service Excellence Overall
Perception positively.

31
2
Ha : Export Document Supporting Service influenced the Service
Excellence Overall Perception positively.

V. RESEARCH METHODS

5.1 Population and Sample

This final report using questionnaire methods to collect data and determine
the population and sample which used as the research object.

1. Population

Population is a generalization area which consists of object or subject


with certain quality and characteristic set by the researcher to be examined
to get a conclucion (Sugiyono, 2014:49). Thepopulation of this research
are the customer of PT. Bakhtera Trans Cargo Semarang especially in
Central Java Area.

2. Sample
According to Ferdinand in Ferdy Ramadhan Atnans Undergraduate Thesis
(2012:28) defined sample as subset from population, which consist of
some populations components or members. This subset taken because in
many cases it is impossible to investigate the whole population member,
because of that we create a representation called sample. The slovin
formula is used to determine the sample of this research (Umar,2003:108).

N
n= ..................(1)
1+ N (e)2

Whereas:

n= Sample

N= Population

E= Sampling error or fault of sampling decision as amount of 10%.

Purposive sampling is a sampling technique which collect sample


with spesific consideration (Sugiyono, 2014:54). Purposive sampling is
confined to specific types of people who can provide the desired

32
information, either because they are the only ones who have it or conform
to some criteria set by the researcher (Sekaran and Bougie, 2009: 276). In
purposive sampling,the researcher might have a certain purpose or target in
collecting sample which has the compatible criteria and characteristic with
the population (Hadi, 2015:112). The consideration to collect sample in
this research described as follows:

1. Destination of goods delivery


Based on the observation, the company priority is shippers which
have shipments to United States. Because PT. Bakhtera Trans
Cargo superior service is to United States since most of their
trusted agents are working there.
2. Frequency of corporation
To keep the loyalty of their customers, PT. Bakthera Tran Cargo
considering the frequency of corporation between BTC and their
customers based on how long theyve been working together.

Based on the Slovin formula, the amount of sample estimated is:

N
n= 2
1+ N (e)
83
n=
1+83( 0,10)2
83
n=
1,83
n= 45,35
n= 46

From the result of the Slovin formula above, amount of the sample is
45respondents. Those respondents are aimed to ease the research calculation.

5.2 Research Data

Research data describes about data collecting methods and data sources that
used in this research.

5.2.1 Data Collecting Methods

1. Questionnaire

33
A questionnaire is a preformatted written set of questions to which
respondents record their answers, usually within rather closely defined
alternatives (Sekaran and Bougie, 2009:197). Questionnaire is an efficient data
collecting method if the researchers know exactly the measured variable and
know what is expected from their respondents(Sugiyono ,2007:142). To get
what the researcher expect from PT.Bakhtera Trans Cargo customers which is
respondents in this research, the questionnaire form will be given to the
customers in central java via email. The questionnaire will obtain information
needed about the influence of integrated distribution and export documents
supporting service on service excellence overall perception at PT. Bakhtera
Trans Cargo.

2. Literature Review or Documentation Study

With documentation study technique, researcher can obtain information not


from a person as an interviewee, but they obtain information from many
written sources. Documentation study in qualitative research is a
complementary observation method and interview (Satori &Komariah,
2014:149).

The purpose of documentation study in this research is to complete the data


and expand the knowledge according to the problem of this research.

5.2.2 Data Sources


1. Primary Data
Primary data is a research data source which obtained directly from the
authentic source (not from any intermediary media). Primary data
collected from the primary source which directly given to the
researcher (Sugiyono, 2014:62). In accordance with this research,
interview and observation are included as the primary data.
2. Secondary Data
Secondary data is a research source which obtained indirectly through
an intermediary media (collected and recorded by other researcher or
documents) (Sugiyono, 2014:62).

The primary data used for this research is questionnaire, both open and
close questionnaire. This questionnaire was distributing to the respondents

34
whose customer of PT.Bakhtera Trans Cargo especially in Central Java area.
Toobtain secondary data for this research, researcher collect company profile,
organizational structure, job description and another supporting data.

5.2.3 Feature Data


1. Quantitative Data
The quantitative data in this research is the result of questionnaire data
that distributed to respondents. The quantitative data is data that can be
measured numerically or known as numeric data.
2. Qualitative data is the data that approximates or characterizes but
does not measure the attributes, characteristics, properties of a thing or
phenomenon (businessdictionary.com).The qualitative data in this
research are organizational structural, company profile and companys
vision and mission.
5.3 Research Variables

According to Hatch &Farhady in Sugiyono (2011:38), theoretically variable


can be defined as a person or an objects attribute, which have variation
between one and another. For the example; body height, weight, attitude and
motivation are the attributes for a person and shape,color, size are attributes for an
object.

There are 2 kind of variables in this research, Independent and dependent


variable. Independent variable or also known as stimulus, predictor, antecedent
variable is a variable which affect the dependent variable (Sugiyono, 2011:39).
Independent variable symbolized with X. Influence of integrated distribution (X 1)
and exportdocuments supporting service (X2) are the independent variables that
used for this research.

Dependent variable or also known as output, criteria or consequent variable


is a variable affected by independent variable (Sugiyono, 2011:39). Dependent
variable symbolized with Y. Service excellence overall perception (Y) is the
dependent variable that used for this research.

5.3.1 Operational Definition of Variables

An operational definition ascribes meaning to a construct by specifying

35
operations that researchers must perform to measure or manipulate the
construct (Donald Ary et al, 2010:36). The concept and operational
definition are used for the research:

a. Integrated Distibution (X1)


Describing about the distribution channel of transportation are brought under
the management of single entity. The indicators to measure this variable are:
- Mode of Transportation (X1.1)
It describes mode of transportation which measured by the respondent
perception on how PT BTC oriented to the customers choice of
departureschedule fortheir vessel.
- Transportation Coverage (X1.2)
It describes of the coverage transportation from trucking to main
shipment which measured by the respondent perception on time
delivery schedule.
- Safety Delivery (X1.3)
It describes ofthe safety ofgoods deliverywhichmeasured by the
respondentperception onoverall deliveryprocess, nophysicaldamage.
b. Export Document Supporting Service (X2)
Describe about export document supporting service based on the service
quality. The indicators to measure this variable are:
- Easy access to contact the company (X2.1)
It describes the export document service which measured by
respondent perception on how easy they could contacting PT BTC.
- The companys ability to finish the overall export documents (X2.2)
It describes the export document service which measured by
respondent perception on company ability to perform the promised
service.
- Employee responsiveness to the customers (X2.3)
It describes the export document service which measured by
respondent perception on the willingness to help shipper and provide
prompt services.
- Problem solving on export documents handling (X2.4)It describes of
the export document service which measured by respondent perception
on the knowledge and courtesy of employees and their ability to
inspire trust and confidence.
- Companys ability to keep their shipper well informed and listened for
their cargos information (X2.5)

36
It describes ofthe exportdocumentservices whichmeasured
byrespondents perception on how PT BTC always listento their
customer aboutcustomersgoods,documentclearance, etc.
c. Overall Service Excellence Perception (Y)
Describe a proccess where a customer preceived the quality of a service
based on information they received and their own opinion. According to
Tjiptono (2008:94):
- Sustainable Service (Y1)
Describes a customer perception of the service excellentmeasured
byhow PT BTC alwaysfulfilled thecustomersquantity ofcontainer.
- Trustworthy (Y2)
Describes a customer perception of the service excellent measured by
how PT BTC always clearance the document of their customer untill
main shipment.
- Service commitment to customer (Y3)
Describes a customer perception of the service excellent measured by
how PT BTC always commit to finish on overall service.
- Give the best service which fulfill customers needs and expectation
(Y4)
Describes a shipper perception of the service excellence measured by
how company can handling a sudden problem about overall
distribution and export document service.

5.4 Analyzing Methods

Before the questionnaires are distributed to the respondents, some of them


will be tested using validity and reliability testing. These questionnaires tests aim
to make sure that the questionnaires are valid and reliable. The result of the
questionnaire is the data. It will be processed using analysis of multiple
regressions, F testing, t testing, and adjusted R Square. SPSS (Statistical Product
and Service Solutions) software will be used to fasten the data processing both
questionnaire experiments and processing a result of questionnaire distribution.

5.4.1 Measurement Scale

Measurement scale is a standard which used as reference to determine the


length of interval in measuring instrument, therefore the result will be quantitative
data. With measurement scale, the value of variable which measured by certain

37
instrument can be stated in numbers and will be more accurate, efficient and
communicative(Sugiyono, 2011:92).

This research used semantic differential technique to measure the variables


value. Semantic differential technique was developed by Osgood. This scale used
for measuring attitude, but it doesnt come in multiple choice nor checklist form.
It is organized in one continuum line which the Strongly Positive answer is in
the right side of the line while the Strongly Negative is in the left side of the
line or otherwise (Sugiyono, 2011:97).

In this questionnaire, respondents will be given a scale number from 1 to 10 of the


answer.

Strongly disagree (SD) 1 2 3 4 5 6 7 8 9 10 Strongly agree (SA)

Whereas:

1. Strongly disagree
2. Disagree
3. Tendency to agree is smaller
4. Tendency to agree is small
5. Tendency to agree
6. Surely agree
7. Tendency to agree is huge
8. Tendency to agree is more huge
9. Agree
10. Strongly agree

5.4.2 Validity and Reability Experiments

To construct a questionnaire, an author needs to decide a related question.


Validity and reliability testing between variables on the questions must be tested
before questionnaire forms are distributed. Validity and reliability testing are the
analyze equipment that will be used for testing the questionnaire.

1. Validity Testing
Validity is an accuracy level between the data that occur in research
object which potential to be reported by the researcher. Therefore, valid
data is the identical data between the reported data and the authentic data
which actually occur in research object (Sugiyono, 2011:267).

38
This research using Karl Pearsons product moment formula to
determine the validity:
X

Y


2


2
Y .......(2)
N

2
x
N


N XY X . Y
r xy=

Whereas:
r= Correlated coefficient
X= Question score
Y= Total score
n= Amount of respondent

2. Reliability Testing
According to Susan Stainback in Sugiyono (2011:267) stated that,

Reliability is often defined as the consistency and stability of data or


findings. From a positivistic perspective, reliability typically is considered
to be synonymus with the consistency of data reproduced by observations
made by different researchers (e.g interrater reliability), by the same
researcher at different times (e.g test retest), or by splitting a data set in
two parts (Split-half).
To analyze this research, using the technical analyze of Cronbachs Alpha
(). The formula is (Muhidin et al,2007:37-38):

[ ][
]
2
k
r 11 = . 1 2 i ......(3)
k1 t

Whereas:

39
x


2

Variant formula =

........(4)

2
x
2=

r 11 = Instruments of reliability/alpha coefficient

k = the amount of each questions

2i = the number of each variant

2
t = Variant total

N = The number of respondents

5.4.3 Normality Test

Based on the t-test and ANOVA, the assumption of normality is


independent variable follow a known underlying distribution (Tolmie et al,
2011:126). The rule that usedin this test of normality according to Martin et al
(2012) is:
To reject the null hypothesis if the probability level of the calculated
statistic is less than our stated alpha level and we fail to reject the null
if our significance probability is greater than our alpha.

The evidence of normality will interpret in the spread of the da ta (plot) for
each distribution from the graphic. There are basics for decide the result of
normality:
- If the data (plot) is located around and follow the diagonal line or
indicate a normal distribution pattern on the histogram graphic, the
models of regression fulfill a normality assumption.
- If the data (plot) is located in the output far from diagonal line or
not indicate a normal distribution pattern on the histogram graphic,
the model of regression doesnt fulfill a normality assumption.

5.4.4 Classic Assumption Test

40
An equation which obtained from an estimation can be operated
statistically if its comply the classic assumption, by that means comply the
independent assumptionmulticolinearity, heterokesdasticy, and autocorrelation.
This classic assumption test can be done using IBM SPSS 20 statistic software for
windows.

a. Multicolinearity Test
Multicolinearity test aims to examine if theres any correlation
between independent variable in regression model. A good regression
has no correlation between their independent variables (Asnawi &
Masyhuri, 2009:176). Multicolinearity can be detected from the
VIF( variance inflaction factor) value (Santoso in Asnawi & Masyhuri,
2009:176).
b. Heteroskesdasticy Test
Heterokesdasticy test aims to examine if theres a different variance
from one research residual to another. If the variance of one research
residual to another doesnt make any difference its called
homoskesdasticity and if theres a difference called Heteroskesdasticy.
A good regression model doesnt contain heteroskesdacity (Ghozali,
2013).To detect if theres any heteroskesdacity in this research can be
seen from scatterplot between dependent variable predict value
ZPRED and its residual SRESID.
c. Linearity Test
Linearity lest is conducted to see whether the model spesifications
used is in research should be shaped linear, quadratic, or cubic. There
are several test that can be used, but the writer using a curve
estimation, there is the description of a linear relationship between the
dependent variable and independent variables (Ghozali, 2011:166).

We can use two decisions to determine linearity. Firstly, if sig. F<0.05,


the independent variables have a linear realationship with the
dependent variable. Secondly, it could be seen from the curve, more or
less this assumption stated that the relationship between variables to be
analyzed will follow a straight line on a curve. If the point is generated

41
following the line, then the independent variables have a linear
relationship withe the dependent variable.

d. Autocorrelation Test
Autocorrelation test aims to examine if theres a correlation between
disturbing error in t period with t-1 period error (Asnawi&Masyhuri,
2009:178). In this research, to examine the emerge of autocorrelation
in regression model can be done by using Durbin Watson test (DW
test):

Table 5.2
ANALYSIS OF DURBIN WATSON TABLE

No. Justification Decision


1. DW<-2 Positive autocorrelation
2. -2 DW +2 Theres no positive nor negative
autocorrelation
3. DW>+2 Negative autocorrelation
Source: Santoso (2012)

5.4.5 Analysis of Multiple Regression

Analysis of multiple regression is continuance analysis after validity,


realibility and classical assumption test. This analysis method used after the test
result showing interval scale. It is a regression equation which using two or more
independent variables (Santosa&Ashari in Asnawi&Masyhuri, 2009:181).

This multiple regression analysis used for determine the functional relation
or causal relation between two or more dependent variable X 1 , X 2 , X 3 ...,
Xi to an independent variable (Y). Dependent variables used for this research
are Integrated Distribution( X 1 ) and Export Document Supporting Service (
X 2 ). The general formula of multiple regressions is:

Y = +b 1 X 1 +b 2 X 2 + e ..........(5)

Whereas:

Y= Service Excellence Overall Perception

42
= Constanta ( Y value, if X=0)

b= Coefficient of regression

X 1 = Integrated Distribution

X 2 = Export Document Supporting Service

e= Estimated error standardize

5.4.6 F-Test

F-test or stimulant test is used for testing the effect of independent variable
towards the dependent variable (Asnawi&Masyhuri, 2009:182). The F-test
formula is:

R2/ K
F= ............(6)
( 1R2 ) (nK1)

Whereas:

R = coefficient of determination

K = amount of independent variable

n = amount of sample

The result of F-test used to determine the data significance in research.


The criteria of the F-test (accepted or rejected area) are:

FCal FTab , then Ho accepted and Ha rejected

FCal F Tab, then Ho rejected and Ha accepted.

5.4.7 t-Test

T-test is used to test each variable partially. The t-test result will be
shownon coefficients table (significance column) in SPSS. If probability of tvalue
or significance < 0,05 then there is effect between independentvariable to
dependent variable. Whether probability of t value orsignificance > 0,05, then

43
there is no effect between independent variableto dependent variable. The
following steps need to do the t-test are:
a. Determine the Null hypothesis (Ho) and Alternative hypothesis (Ha)
Ho: b = 0, it means that there is no significant effect from each
independent variable (X1, X2) to dependent variable (Y).
Ha: b > 0, it means that there is a significant effect from each
independent variable (X1, X2) to dependent variable (Y).

b. Determine the criteria of testing


i) Determine the degree of freedom (df) which is :
Df or ta = n-2
ii) Determine the significant level () amount of 5% (0,05) and
degree of testing amount of 95%.
iii) Calculating by the formula :
= 2 ...........(7)
r n2
1r
Whereas:

to = value of observation

n = number of data

n-2 = degree of freedom

r = correlation coefficient

5.5 Research Place and Time

a. Research Place :PT. BAKHTERA TRANS CARGO SEMARANG

Ruko Semarang Indah Blok E2-16, Semarang

b. Research Time: 12 April 2017-25 Juni 2017

RESEARCH APRIL MAY JUNE JULY


week week week Week
SCHEDULE
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Outline

44
Proposal
Chapter I to III
Chapter IV
Chapter V
Finished
5.6 Research Schedule

VI. Writing Systematic Review

CHAPTER I INTRODUCTION
Background, statement of the problem, writing systematic review and,
research objectives and contributions will describe in this chapter.
CHAPTER II LITERATURE REVIEW
This chapter will describe an explanation of the theory that needed in this
research. This theory based on the literatures, books, journals and the latest
news about the research.
CHAPTER III RESEARCH METHODS
This chapter will describe about research methods which are theoretical
framework, research roadmap, research data, sample and population,
operational definition of variable, method of data collecting, method of
data analyzing.
CHAPTER IV RESULT AND DISCUSSION
Describe about the company profile of PT.Bakhtera Trans Cargo, general
description of respondent, descriptive analyzes and the data analyze.
CHAPTER V CONCLUSION AND RECOMMENDATION
Finally, this chapter will describe a conclusion about this research and the
recommendation for the company as the research object.

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