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Vol. 5 No. 4 (2025): December

The mediating role of crew health in service quality

https://doi.org/10.35912/ahrmr.v5i4.3410
19 Dec 2025

Abstract

Purpose: This study examines the relationship between ship chandler service quality (specifically responsiveness, reliability, and product quality) and crew satisfaction, with crew health as a mediating variable. The research highlights the critical role of ship chandler services in supporting crew well-being, especially when access to essential supplies was restricted.

Research Methodology: This quantitative study surveyed 150 crew members from 52 PIS-owned vessels using PMSol services, selected through purposive sampling, and analyzed the data using Partial Least Squares Structural Equation Modeling (PLS-SEM).

Results: The findings reveal that crew satisfaction is significantly influenced by responsiveness, reliability, and product quality. Moreover, crew health acts as a mediating variable, strengthening the impact of service and product quality on satisfaction. High-quality, reliable, and responsive services (both directly and indirectly) enhance crew happiness and well-being.

Conclusions: Ship chandler services that are responsive, reliable, and provide high-quality products not only meet logistical needs but also enhance crew well-being and satisfaction. Recognizing crew health as a key factor can help maritime service providers design more human-centered support systems, especially during challenging times like a pandemic.

Limitations: The study focuses solely on crew members aboard PIS-owned vessels using PMSol services, which may limit the generalizability of the findings to other companies or contexts.

Contribution: Study highlights crew health as key mediator, linking service quality to satisfaction in maritime services.

Keywords

Crew Satisfaction Maritime Logistics Product Quality Reliability Ship Chandler Services

How to Cite

Gabriella, J., Setiawan, E. B., Octora, T. Y., Kholdun, A. I., & Agusinta, L. (2025). The mediating role of crew health in service quality. Annals of Human Resource Management Research, 5(4), 215–230. https://doi.org/10.35912/ahrmr.v5i4.3410

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Authors

1 . Joanna Gabriella
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
2 . Edhie Budi Setiawan
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
3 . Theresye Yoanyta Octora
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
4 . Amrulloh Ibnu Kholdun
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia
5 . Lira Agusinta
Trisakti Institute of Transportation and Logistics, Jakarta, Indonesia

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Vol. 5 No. 4 (2025): December
Section: Articles
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