The mediating role of crew health in service quality

https://doi.org/10.35912/ahrmr.v5i4.3410
Published: Dec 19, 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:
1. Crew Satisfaction
2. Maritime Logistics
3. Product Quality
4. Reliability
5. Ship Chandler Services
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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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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Issue & Section
Vol. 5 No. 4 (2025): December
Articles
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References

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    Bauweraerts, J., Arzubiaga, U., & Diaz-Moriana, V. (2022). Unveiling the Global Focus-Performance Relationship in Family Firms: The Role of the Board of Directors. International Business Review, 31(4). doi:https://doi.org/10.1016/j.ibusrev.2022.101977

    Chaerudin, S. M., & Syafarudin, A. (2021). The Effect of Product Quality, Service Quality, Price on Product Purchasing Decisions on Consumer Satisfaction. Ilomata International Journal of Tax and Accounting, 2(1), 61-70. doi:https://doi.org/10.52728/ijtc.v2i1.202

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    Chege, C. N. (2021). Examining the Influence of Service Reliability on Customer Satisfaction in the Insurance Industry in Kenya. International Journal of Research in Business and Social Science, 10(1), 259-265. doi:https://doi.org/10.20525/ijrbs.v10i1.1025

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    Gu, Y., Liu, D., Zheng, G., Yang, C., Dong, Z., & Tee, E. Y. (2020). The Effects of Chinese Seafarers’ Job Demands on Turnover Intention: The Role of Fun at Work. International Journal of Environmental Research and Public Health, 17(14), 1-12. doi:https://doi.org/10.3390/ijerph17145247

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    Kim, M., & Chang, B. (2020). The Effect of Service Quality on the Reuse Intention of a Chatbot: Focusing on User Satisfaction, Reliability, and Immersion. International Journal of contents, 16(4), 1-15. doi:https://doi.org/10.5392/IJoC.2020.16.4.001

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    Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 204-211. doi:https://doi.org/10.29040/ijebar.v4i01.950

    Maramis, F. S., Sepang, J. L., & Soegoto, A. S. (2018). Pengaruh Kualitas Produk, Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen pada PT. Air Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(3), 1658-1667. doi:https://doi.org/10.35794/emba.6.3.2018.20411

    Mary, S. R., Sharma, S., Malviya, B., Hamida, A. G. B., & Zala, D. M. (2023). Service Quality Towards Retail Stores on Expected and Perceived Service Quality. International Journal of Professional Business Review, 8(4), 1-17. doi:https://doi.org/10.26668/businessreview/2023.v8i4.1243

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    Primadianto, D., Putri, S. K., & Alifen, R. S. (2018). Pengaruh Tindakan Tidak Aman (Unsafe Act) dan Kondisi Tidak Aman (Unsafe Condition) Terhadap Kecelakaan Kerja Konstruksi. Jurnal Dimensi Pratama Teknik Sipil, 7(1), 77-84.

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    Thomson, M. (2022). Legal Determinants of Health. Medical Law Review, 30(4), 610-634. doi:https://doi.org/10.1093/medlaw/fwac025

    Vu, T. (2021). Service Quality and its Impact on Customer Satisfaction. University of Northampton, United Kingdom.

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  3. Bauweraerts, J., Arzubiaga, U., & Diaz-Moriana, V. (2022). Unveiling the Global Focus-Performance Relationship in Family Firms: The Role of the Board of Directors. International Business Review, 31(4). doi:https://doi.org/10.1016/j.ibusrev.2022.101977
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  6. Chege, C. N. (2021). Examining the Influence of Service Reliability on Customer Satisfaction in the Insurance Industry in Kenya. International Journal of Research in Business and Social Science, 10(1), 259-265. doi:https://doi.org/10.20525/ijrbs.v10i1.1025
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  20. Kim, M., & Chang, B. (2020). The Effect of Service Quality on the Reuse Intention of a Chatbot: Focusing on User Satisfaction, Reliability, and Immersion. International Journal of contents, 16(4), 1-15. doi:https://doi.org/10.5392/IJoC.2020.16.4.001
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  25. Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 204-211. doi:https://doi.org/10.29040/ijebar.v4i01.950
  26. Maramis, F. S., Sepang, J. L., & Soegoto, A. S. (2018). Pengaruh Kualitas Produk, Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen pada PT. Air Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(3), 1658-1667. doi:https://doi.org/10.35794/emba.6.3.2018.20411
  27. Mary, S. R., Sharma, S., Malviya, B., Hamida, A. G. B., & Zala, D. M. (2023). Service Quality Towards Retail Stores on Expected and Perceived Service Quality. International Journal of Professional Business Review, 8(4), 1-17. doi:https://doi.org/10.26668/businessreview/2023.v8i4.1243
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  35. Ruseffendi. (2005). Dasar-dasar Penelitian Pendidikan & Bidang Non-Eksakta Lainnya. Bandung: Tarsito.
  36. Sayekti, F., Tarigan, B., Endang Wijayanti, L., & Utami, R. (2022). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pemakai Layanan Jasa. Jurnal Riset Akuntansi dan Auditing, 9(1), 16-27. doi:https://doi.org/10.55963/jraa.v9i1.437
  37. Sharma, P. N., Liengaard, B. D., Hair, J. F., Sarstedt, M., & Ringle, C. M. (2023). Predictive Model Assessment and Selection in Composite-Based Modeling Using PLS-SEM: Extensions and Guidelines for Using CVPAT. European Journal of Marketing, 57(6), 1662-1677. doi:https://doi.org/10.1108/EJM-08-2020-0636
  38. Shukri, S. M., Yajid, M., & Tham, J. (2020). Role of Responsiveness, Reliability and Tangibility on Customer Satisfaction. Systematic Reviews in Pharmacy, 11(1), 1007-1013. doi:https://dx.doi.org/10.5530/srp.2020.1.127
  39. Suherman, A., & Sirajuddin, A. (2018). Kearifan Lokal Sebagai Basis Komunikasi Pemerintah dalam Penyelesaian Konflik Sosial dan Komunal. Dialektika: Jurnal Ekonomi dan Ilmu Sosial, 3(2), 34-42. doi:https://doi.org/10.36636/dialektika.v3i2.152
  40. Syafarudin, A. (2021). The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71-83. doi:https://doi.org/10.52728/ijtc.v2i1.204
  41. Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F., & Yamin, S. (2022). The Role of Service and Product Quality on Customer Loyalty. Journal of Consumer Sciences, 7(1), 68-82. doi:https://doi.org/10.29244/jcs.7.1.68-82
  42. Thomson, M. (2022). Legal Determinants of Health. Medical Law Review, 30(4), 610-634. doi:https://doi.org/10.1093/medlaw/fwac025
  43. Vu, T. (2021). Service Quality and its Impact on Customer Satisfaction. University of Northampton, United Kingdom.