Abstract
Services are vital for transportation and logistics activities. In the context of sea transportation, services can facilitate shipping activities and determine the satisfaction of shipping stakeholders. Hence, the purpose of the study was to determine the effectiveness of the Foreign Ship Agency Notice (FSAN) Directorate of Marine Traffic and Transportation Management Information System (DMTTMIS) e-service in increasing the satisfaction of shipping companies through trust among national shipping companies in the Indonesian Territory in 2022. The study used a survey method. The sample is 130 shipping companies taken by random sampling from 250 companies. Data analysis used descriptive statistics and path analysis inferential statistics. The results show E-service of FSAN DMTTMIS has an effect on shipping company satisfaction, trust has an effect on shipping company satisfaction, FSAN DMTTMIS e- service affects trust, and FSAN DMTTMIS e-service has an indirect effect on shipping company satisfaction with trust mediation. The conclusion of the study is that the e-service FSAN DMTTMIS has an indirect effect on the satisfaction of shipping companies with trust mediation so that the satisfaction of shipping companies can be increased through improvements to FSAN DMTTMIS e-services and trusts.
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