RELATIONSHIP BETWEEN SERVICE QUALITY WITH THE CUSTOMER SATISFACTION OF SEA TRANSPORTATION (CASE STUDY: PASSENGER SHIP KM GUNUNG DEMPO OF PT PELNI (PERSERO))

• Main Author: Pappilanda, Ditto
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/45606
• Institution: Institut Teknologi Bandung

PT Pelayaran Nasional Indonesia or PT PELNI (Persero) is a state-owned business entity engaged in the transportation sector of sea transportation, both passengers and goods. Established in 1952, PT PELNI in the beginning, until the end of the 1970s, was a company that focused on freight transportation supported by State confiscated ships from Dutch-owned companies. In the early 1980s, there was a shift in business focus by bringing in large passenger ships with a capacity of between 500-2000 passengers. Now PT PELNI has 26 passenger ships that have visited approximately 90 ports throughout Indonesia with a total carrying capacity of 55,000 passengers. This study aims to show PT PELNI how customer satisfaction is affected by the quality of service they receive during shipping using primary data and secondary data. Primary data were obtained from survey respondents who were passengers of PELNI ships, while secondary data were obtained from a number of books, the internet and other data that supported this study. The results of this study show that KM Dempo's customer satisfaction index for 2018 is 0.69, which means it is satisfying. This is also correlated with the fact that most of the passengers in KM Dempo are customers who have used the ship more than once / loyal, the percentage is 73.6%, while the rest are new passengers. The tendency to travel in groups is also high. In addition, a survey conducted in low season showed that there were passengers who remained loyal to use KM Dempo.