THE EFFECT OF DISTRIBUTION INTEGRATION AND SUPPORT SERVICE OF EXPORT DOCUMENT ON OVERALL PERCEPTION OF SERVICE EXCELLENCE AT PT MITRA KARGO INDONESIA

Abstract

The competition among freight forwarding is
strict. This research analyzes the effect of
Distribution Integration and Support Service
of Export Document on Overall Perception of
Service Excellence at PT Mitra Kargo
Indonesia, Semarang as freight forwarding
company. This research used a multiple linear
regression. The primary data used in this
research is collected from questionnaire. The
amounts of the respondents are 45 who are
exporters of PT Mitra Kargo Indonesia. The
result shows that analysis which is carried out
by SPSS 16, from coefficient of adjusted Rsquared
(R2) reveals that the independent
variable (Integration of Distribution – X1 and
Support Service of Export Document – X2)
affected on dependent variable (Perception of
Service Excellence – Y) amount of 63,5%.
Whereas other factors are amount of 36,5%
which is out of this research.