This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.

The purpose of this study was to determine the effect of ship worthiness and seafarers' skills on improving ship operational performance through minimum service standards. Some early indications found in the field, such as the low performance of ship maintenance by procedures, and the obstacles in implementing the ship maintenance plan due to the inefficiency of the ship's operating schedule. This study uses Path Analysis with Path Coefficients Sub Structure 1 and Sub Structure 2. The test method used for the direct effect is the regression method while the indirect effect is the Sobel test. The number of samples is 80 respondents from national shipping companies, from various types of ships, namely, crew boats, patrol boats, utility boats, supply vessels, and anchor handling towing supply. The results of the study indicate that there is a positive and significant effect of seaworthiness and seafarers' skills on increasing ship operational performance, directly or indirectly through minimum service standards. The minimum service standard variable can mediate the indirect effect of the seafarers' skill and ship worthiness variables on the operational performance of the ship. To meet the growing customer satisfaction as the consequences of tight competition, it is necessary to improve the quality of the fleet where durability, cleanliness of the fleet, and safety facilities in the fleet are expected to provide a high guarantee for safety.

This study is aimed at analyzing the effect of port service performance, occupational safety, and health, and work safety on loading and unloading productivity and its impact on service user satisfaction at Yos Sudarso Tual Port, Maluku province, in Eastern Indonesia in 2020. What was found was the limited-service performance delivered to service users, resulting in dissatisfaction. This could have implications for the less-than-optimal loading and unloading performance at Yos Sudarso Tual Port. The study uses a quantitative method, with a path analysis model, with a total of 40 samples. Research respondents are users of loading and unloading services. The findings, in general, indicate that there is an effect of port service performance, occupational safety, and health and work security on loading and unloading productivity which in turn has an impact on increasing user satisfaction of Yos Sudarso Tual Port services. The key finding is that new investments are needed which will require the ongoing capacity building and development of several port authorities who are civil servants who will oversee port planning and operations and regulate access to key port services and facilities.