Professional Documents
Culture Documents
Novida Widarani
NIM. 4.51.13.0.16
Aprroved by,
Supervisor I Supervisor II
I. BACKGROUND
1
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):
2
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).
3
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.
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).
4
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
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.
5
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.
6
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
7
Table 1.3
Percentage of Customers Complain
PT. Bakhtera Trans Cargo Semarang
Period of January December 2016
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.
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
8
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%.
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.
9
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.
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
10
documents supporting service are the independent variable. The determined
questions of this research as follows:
3. Based on the variables, what is the indicator that could create and increase
the positive perception of service excellence?
II.1Research Objectives
3. The purpose of the research is to analyze the indicators that could create
and increase the positive perception of service excellence.
1. To Author
11
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
This chapter describes several theories that used in the study. There are
explanations of each theory.
4.1.1 Marketing
12
3) Selection of a distribution channel to reach the customer's place.
4) Development and implementation of a promotional strategy.
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
13
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.
1) Intangibility
14
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
1. Business Service
2. Communication Service
3. Construction Service
4. Distribution Service
5. Education Service
6. Environment Service.
4.1.4 Export
15
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).
16
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.
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).
17
poor service quality factors, sustainable service quality improvement strategies
(Tjiptono,2008:93).
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.
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).
18
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):
Picture 4.1
Source:Zuhravleva (2013:68)
19
container for shippers cargo,assign the expedition shipload (EMKL) to handle the
export licenses and certificates and choosing the right carrier or shipping line.
1) Commercial Documents
a. Sales Contract
c. Commercial Invoice
20
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
e. Insurance Certificate
f. Health Certificate
g. Fumigation Certificate
2) Transport Documents
a. Shipping Instruction
21
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.
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
3) Financial Documents
b. Standby Credit
4) Government Documents
23
b. Export Declaration
c. Export License
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.
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).
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.
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
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
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
di
Hira Cargo
Cabang
Semarang)
(The Effect of
Service
Performance,
Trust and
Satisfaction
onconsumens
loyalty on
using goods
28
delivery
service)
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)
1
Ho : Integrated Distribution influenced the Service Excellence Overall
Perception positively.
2
Ho : Export Document Supporting Service influenced the Service
Excellence Overall Perception positively.
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
This final report using questionnaire methods to collect data and determine
the population and sample which used as the research object.
1. Population
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
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:
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.
Research data describes about data collecting methods and data sources that
used in this research.
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.
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.
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:
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.
37
instrument can be stated in numbers and will be more accurate, efficient and
communicative(Sugiyono, 2011:92).
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
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,
[ ][
]
2
k
r 11 = . 1 2 i ......(3)
k1 t
Whereas:
39
x
2
Variant formula =
........(4)
2
x
2=
2
t = Variant total
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.
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).
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
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:
42
= Constanta ( Y value, if X=0)
b= Coefficient of regression
X 1 = Integrated Distribution
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
n = amount of sample
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).
to = value of observation
n = number of data
r = correlation coefficient
44
Proposal
Chapter I to III
Chapter IV
Chapter V
Finished
5.6 Research Schedule
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.
45
DAFTAR PUSTAKA
Hessy, Via. 2014. Analisis Pengaruh Citra Merek , Kualitas Layanan, dan
Promosi terhadap Keputusan Pembelian Jasa Freight Forwarding pada
Pengguna Jasa DHL Global Forwarding Semarang. Skripsi. Semarang:
UniversitasDiponegoro.
Bastiar. 2016. Proses Pengurusan Export Wooden Furniture (1x40 Hc) Oleh Pt.
Bakhtera Trans Cargo Di Pelabuhan Semarang. Semarang: Sekolah
Tinggi IlmuMaritimdanTranspor AMNI.
Riyadi dan Andi Setiawan. 2010. Pemasaran Dasar dan Implikasinya. Semarang:
Badan Penerbit Universitas Diponegoro
Kotler, Philip dan Kevin Lane Keller. 2008. Manajemen Pemasaran Edisi Ketiga
Belas Jilid 2. Jakarta: Penerbit Erlangga
46
Kotler, P. (2005). Manajamen Pemasaran, Jilid 1 dan 2. Jakarta: PT. Indeks.
Kelompok Gramedia.
Sekaran, Uma & Roget Bougie. 2009. Research Methods for Business: A Skill
Building Approach Fifth Edition. United Kingdom: John Wiley and Sons
Ltd.
47
48
49