Analysis of The Influence of Human Capital In Ship Agency Service Company PT Oremus Bahari Mandiri on Customer Satisfaction And Loyalty Levels

This research aims to analyze human capital's influence on customer satisfaction and loyalty in the ship agency services company, PT. Oremus Bahari Mandiri. The human capital in question includes three main aspects: skills, knowledge, and human resources (HR) attitude. This study is motivated by the critical role of human capital in improving service quality and company competitiveness. This research uses quantitative methods by collecting data through questionnaires distributed to PT customers. Oremus Bahari Mandiri. The population in this study consisted of customers from companies such as PGN Saka and PETRONAS, and the sample was taken using purposive sampling. The research results show that skills have an original sample value of 0.416 and a P value of 0.000; it can be concluded that skills play a key role in determining the level of loyalty and satisfaction. Knowledge has an original sample value of 0.369 and a P value of 0.000, indicating that expertise strongly contributes to increasing loyalty and satisfaction. Attitude has an original sample value of 0.228 and a P value of 0.000, and it can be concluded that attitude has an important role in determining the level of loyalty and satisfaction.