Penilaian Customer Satisfaction Index atas Penerapan Seven Rights of Logistic (Studi Kasus JNE Area Kelapa Gading)

Abstract

In the era of globalization, import activities have become a vital component in supporting the distribution of goods between countries, especially through sea transportation, which is used in more than 90% of Indonesia's international trade. However, the complexity of logistics, documentation, and customs procedures often poses challenges that hinder the efficiency of the import process. Freight Forwarders act as strategic entities bridging exporters, importers, shipping companies, and customs authorities to ensure the smooth flow of goods and documents. This study aimed to analyze the efficiency of Freight Forwarding's role in the import process, examine document and customs management, and identify challenges and strategies for their resolution. This study used a qualitative descriptive method with a case study approach at PT. Maritim Internasional Transport. Data collection techniques included in-depth interviews with four key informants, direct observation, and internal company documentation. The results of the study indicated that the role of freight forwarders is highly strategic in improving import efficiency through three main dimensions: (1) accurate and regulation-compliant document and customs management, (2) coordinated logistics planning in accordance with Incoterms, and (3) responsive risk mitigation in addressing operational challenges such as shipping delays, internal miscommunication, or changes in customs regulations. Also, strategies such as the use of digital technology, internal SOPs, and client education have proven effective in reducing import process barriers. In conclusion, freight forwarders are not merely logistics service providers but strategic partners in ensuring efficiency and compliance within the global supply chain.

Keywords: Freight Forwarding; Imports; Logistics Efficiency; Customs; Maritime Transportation;