Pengaruh Kinerja Customer Service Import, Kinerja Pelabuhan dan Respon Billing DJBC (Direktorat Jendral Bea dan Cukai) Terhadap Kelancaran Pengeluaran Cargo di PT. Berdiri Matahari Logistik
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Published
Oct 30, 2025
Abstract
This study aims to analyze the impact of import customer service performance, port performance, and DJBC (Directorate General of Customs and Excise) billing response on the smoothness of cargo expedition at PT. Berdiri Matahari Logistik. The main issues identified include limited performance of customer service import, low port skills, and weak DJBC billing response, which affect the smoothness of cargo expedition. A quantitative method with a survey approach was used to collect data through questionnaires distributed to 102 service users in 2024. Data analysis was performed using SmartPLS 3 to test the structural equation model (SEM PLS). The results show that import customer service performance, port performance, and DJBC billing response have a significant positive impact on the smoothness of cargo expedition. It is recommended that PT. Berdiri Matahari Logistik improves customer service performance, provides ongoing training for service users, and implements a technology-based DJBC billing response system to enhance operational efficiency.
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How to Cite
Situmeang, A. H., Zaroni, Z., Tatiana, Y. and Setiawan, E. B. (2025) “Pengaruh Kinerja Customer Service Import, Kinerja Pelabuhan dan Respon Billing DJBC (Direktorat Jendral Bea dan Cukai) Terhadap Kelancaran Pengeluaran Cargo di PT. Berdiri Matahari Logistik”, Ranah Research : Journal of Multidisciplinary Research and Development, 8(1), pp. 338-349. doi: 10.38035/rrj.v8i1.1889.
References
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Arfina, P., & Lindawati, S. (2019). Hambatan penerapan sistem e-billing pada penerimaan negara DJBC dalam perspektif pengguna jasa. Jurnal BPPK, 12(2), 20–43.
Beysenbaev, R., & Dus, Y. (2020). Proposals for improving the Logistics Performance Index. Asian Journal of Shipping and Logistics, 36(1), 34–42. https://doi.org/10.1016/j.ajsl.2019.10.001
Civelek, M. E., Çemberci, M., & Çelebi, Ü. (2015). The mediator effect of Foreign Direct Investments on the relation between logistics performance and economic growth. Journal of Global Strategic Management, 1(9), 17–17. https://doi.org/10.20460/jgsm.2015915624
Djong, A. M. R., & Pratama, A. V. (2023). Peran DJBC Yogyakarta dalam memberikan layanan persetujuan subkontrak di kawasan berikat selama pandemi. Hope Economic Journal, 1(1), 25–38.
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Purwanto, B., Sabfika, H., & Lasse, D. A. (2017). Kualitas layanan customs clearance di perusahaan freight forwarding. Jurnal Manajemen Bisnis Transportasi dan Logistik, 3(2), 239–245.
Raja, A. M., Djayasinga, M., & Aida, N. (2022). Efisiensi bea cukai sebagai salah satu dimensi kinerja logistik di ASEAN. BIRCI Journal, 5(1), 180–192. https://doi.org/10.33258/birci.v5i1.3591
Santoso, S., Nurhidayat, R., Mahmud, G., & Arijuddin, A. M. (2021). Measuring the total logistics costs at the macro level: A study of Indonesia. Logistics, 5(4). https://doi.org/10.3390/logistics5040068
Sholihah, S. A., Samadhi, T. M. A. A., Cakravastia, A., & Bahagia, S. N. (2018). Coordination model in hinterland chain of hub-and-spoke export trade logistics. Journal of Industrial Engineering & Management, 776–793.
Sirajuddin, S. (2020). Five key strategies for reducing dwelling time in the ports of Indonesia. Jurnal Teknik Industri, 22(2), 133–142. https://doi.org/10.9744/jti.22.2.133-142
Usman, M., Hidayat, A., & Sidiq, N. (2023). Peningkatan produktivitas bongkar muat pelabuhan melalui pengembangan infrastruktur. Jurnal Transportasi, 21(4), 88–98.
Wati, A. W. (2018). Peranan freight forwarder dalam menunjang aktivitas ekspor antar negara melalui jalur laut dan udara. Jurnal Ilmiah Mahasiswa Universitas Surabaya, 7(1), 2909–2928.
World Bank. (2023). Connecting to Compete.
Arfina, P., & Lindawati, S. (2019). Hambatan penerapan sistem e-billing pada penerimaan negara DJBC dalam perspektif pengguna jasa. Jurnal BPPK, 12(2), 20–43.
Beysenbaev, R., & Dus, Y. (2020). Proposals for improving the Logistics Performance Index. Asian Journal of Shipping and Logistics, 36(1), 34–42. https://doi.org/10.1016/j.ajsl.2019.10.001
Civelek, M. E., Çemberci, M., & Çelebi, Ü. (2015). The mediator effect of Foreign Direct Investments on the relation between logistics performance and economic growth. Journal of Global Strategic Management, 1(9), 17–17. https://doi.org/10.20460/jgsm.2015915624
Djong, A. M. R., & Pratama, A. V. (2023). Peran DJBC Yogyakarta dalam memberikan layanan persetujuan subkontrak di kawasan berikat selama pandemi. Hope Economic Journal, 1(1), 25–38.
Hamed, M. M. (2019). Logistics performance and freight sector in Jordan. European Journal of Scientific Research.
Hani, M. (2023). Analisis faktor-faktor yang mendukung kelancaran impor barang. Blogchain, 3(2), 51–56. https://doi.org/10.55122/blogchain.v3i2.553
Hidayati, H., Milania, F., Marina, S., Didiet, R., & Hidayat, R. (2020). Import custom clearance at Tanjung Priok port (the obstacles and the solution). GROSTLOG; Global Research on Sustainable Transport & Logistics, 3(17), 113–121.
Hinson, R. E., Adeola, O., Lituchy, T. R., & Amartey, A. F. O. (2020). Customer service management in Africa - A strategic and operational perspective. Routledge Taylor and Francis.
Kułyk, P., Michałowska, M., & Kotylak, S. (2017). Assessment of customer satisfaction with logistics service in the light of the results of the research. Management, 21(1), 205–222. https://doi.org/10.1515/manment-2015-0089
Kurniawan, N., Syafitri, T. M., & Novianti, M. (2023). Pengembalian Bea Masuk atas Penetapan Pejabat Bea dan Cukai pada Kantor Pelayanan Utama Bea dan Cukai Tipe A Tanjung Priok. Journal of Trends Economics and Accounting Research, 3(3), 184–193. https://doi.org/10.47065/jtear.v3i3.554
Lintang, Y. M., Nugraha, B., & Gupron, A. K. (2024). Analisis faktor yang mempengaruhi standar waktu pelayanan truck round time PT Terminal Petikemas Surabaya. Jurnal Bintang Pendidikan Indonesia, 2(4), 241–263. https://doi.org/10.55606/jubpi.v2i4.3296
Purwanto, B., Sabfika, H., & Lasse, D. A. (2017). Kualitas layanan customs clearance di perusahaan freight forwarding. Jurnal Manajemen Bisnis Transportasi dan Logistik, 3(2), 239–245.
Raja, A. M., Djayasinga, M., & Aida, N. (2022). Efisiensi bea cukai sebagai salah satu dimensi kinerja logistik di ASEAN. BIRCI Journal, 5(1), 180–192. https://doi.org/10.33258/birci.v5i1.3591
Santoso, S., Nurhidayat, R., Mahmud, G., & Arijuddin, A. M. (2021). Measuring the total logistics costs at the macro level: A study of Indonesia. Logistics, 5(4). https://doi.org/10.3390/logistics5040068
Sholihah, S. A., Samadhi, T. M. A. A., Cakravastia, A., & Bahagia, S. N. (2018). Coordination model in hinterland chain of hub-and-spoke export trade logistics. Journal of Industrial Engineering & Management, 776–793.
Sirajuddin, S. (2020). Five key strategies for reducing dwelling time in the ports of Indonesia. Jurnal Teknik Industri, 22(2), 133–142. https://doi.org/10.9744/jti.22.2.133-142
Usman, M., Hidayat, A., & Sidiq, N. (2023). Peningkatan produktivitas bongkar muat pelabuhan melalui pengembangan infrastruktur. Jurnal Transportasi, 21(4), 88–98.
Wati, A. W. (2018). Peranan freight forwarder dalam menunjang aktivitas ekspor antar negara melalui jalur laut dan udara. Jurnal Ilmiah Mahasiswa Universitas Surabaya, 7(1), 2909–2928.
World Bank. (2023). Connecting to Compete.