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All Journal Jurnal Ilmu Multidisplin
Ratu Rania Azzahra
Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
Agriculture, Biological Sciences & Forestry Computer Science & IT Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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The Effect of Online Ship Ticket Sales Implementation and Infrastructure Development at the Port on Service Quality Improvement at PT. PELNI Ratu Rania Azzahra; Linda Yulia Ayuningrum; Devi Marlita; M. Arif Hernawan
Jurnal Ilmu Multidisiplin Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jim.v3i4.2105

Abstract

This study aimed to assess the impact of ticket sales digitalization and port infrastructure on service quality at PT. PELNI, focusing on reducing ticket counter queues and improving operational efficiency. In the digital era, shipping companies are required to enhance service efficiency and convenience through adequate technology and infrastructure. Using a quantitative approach, data were collected from 122 respondents via a Likert scale questionnaire. The results indicate that while digitalization and port infrastructure collectively improve service quality, only port infrastructure independently has a significant effect. Although digitalization alone does not show a significant impact, it contributes to operational efficiency. This study provides practical insights for PT. PELNI, highlighting the importance of robust infrastructure development for service quality improvement, alongside the use of digital solutions to boost operational efficiency. The findings are expected to guide PT. PELNI’s management in enhancing customer satisfaction and competitiveness in the shipping industry.
Co-Authors Devi Marlita Linda Yulia Ayuningrum M. Arif Hernawan