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All Journal Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Jurnal Manajemen Bisnis Transportasi dan Logistik
Kuncoro, Yahya
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Transportation Other

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The Effect Of Service Quality And Ticket Prices On Customer Satisfaction On KM Passenger Ships. Kelud Travel Route Jakarta – Medan Kuncoro, Yahya; Putri, Diva Dhaffina Rico; Sianturi, Reni Monika
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol 9, No 1 (2023): Juni
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v9i1.1510

Abstract

This study aims to analyze the impact of Service Quality and Ticket Prices on Consumer Satisfaction. The research approach used is explanatory research with a focus on quantitative analysis. Data was collected through the distribution of questionnaires to consumers of PT. PELNI which uses the services of KM passenger ships. Kelud on the Jakarta-Medan travel route. The population that was the subject of the study included all users of these services, and the research sample taken amounted to 96 respondents using the Slovin Method in taking primary data through questionnaires. Data analysis was carried out through a Multiple Linear Regression approach after undergoing assumption tests on consumers and service users. From the results of testing, this study concluded that a positive and significant influence was obtained between service quality and ticket prices on the level of passenger satisfaction using the services of PT. PELNI.
Port Services and Perceived Price Through Customer Satisfaction Implications for Customer Loyalty Freight Forwarding Company at Tanjung Priok Port, Jakarta Arifiani, Librita; Umbara, Oky Nurandana; Thamrin, Muhammad; Sonny, Imam; Octora, Theresye Yoanyta; Kuncoro, Yahya
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Vol 12, No 1 (2025): Maret
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mtl.v12i1.1344

Abstract

PT. MAL one of the container terminals at Tanjung Priok Port has experienced problems related to customer loyalty. Container terminals and the emergence of new competitors are competing to improve service quality and offer perceived prices to satisfy their customers where the level of perceived satisfaction is veritably important demand to get loyal customers. The objective of this study is to analyze the direct influence of port service quality and perceived price on customer loyalty and the indirect effect of customer satisfaction on customer loyalty.  The analytical method this study uses is the partial least squares method of the structural equation model with sampling technique. using a total sampling of 60 respondents representing export/import companies, shipping companies or agents, forwarding companies, and consignees. The results of this study are that the quality of port services and perceived price have a direct positive and significant effect with the endogenous variable of customer loyalty and an indirect effect through the intervening variable of customer satisfaction
Analysis Of The Influence Between Service Quality And Promotion On Customer Loyalty Of PT. Pelni Passenger Ships Kuncoro, Yahya
Jurnal Manajemen Bisnis Transportasi dan Logistik Vol 10, No 1 (2024): Juni
Publisher : Institut Transportasi dan Logistik Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54324/j.mbtl.v10i1.1511

Abstract

PT. Pelayaran Nasional Indonesia (PELNI) is a State-Owned Enterprise in the shipping sector, which is the largest in Indonesia. The number of PELNI passengers in recent years has fluctuated due to competition from other transportation modes that offer better services. The aim of this research is to determine the relationship between service quality and promotion on the customer loyalty of PT. PELNI's passenger ships. The research object is passengers who use PT. PELNI's passenger ship services with a random sample of 105 respondents. The research results show that improving service quality and promotion individually will increase customer loyalty because they have a strong relationship, but not as much as when improving service quality and promotion together because they have a very strong relationship.
Co-Authors Arifiani, Librita Imam Sonny, Imam Muhammad Thamrin Octora, Theresye Yoanyta Putri, Diva Dhaffina Rico Sianturi, Reni Monika Umbara, Oky Nurandana