THE RELATIONSHIP BETWEEN SHIP CREW PROFESSIONALISM AND THE IMPROVMENT OF PASSENGER SATISFACTION ON KM. PANGRANGO
DOI:
https://doi.org/10.23969/jp.v11i03.55451Keywords:
Professionalism, Ship Crew, Passenger SatisfactionAbstract
This study aims to determine the relationship between ship crew professionalism and the improvement of passenger satisfaction on KM. Pangrango PT. PELNI. The research method used is quantitative with an explanatory approach. The research population is KM. Pangrango passengers with a sample of 350 respondents taken using accidental sampling technique. Data collection techniques used a Likert scale questionnaire. Data analysis was performed using simple linear regression with SPSS 25. The results showed that the research instrument was valid with r-count 0.681-0.782 > 0.105 and reliable with Cronbach's Alpha 0.913 for variable X and 0.904 for variable Y. The classical assumption test was met with normally distributed data Sig. 0.200, linear Sig. 0.000, and free from heteroscedasticity Sig. 0.305. The results of the regression analysis show that there is a positive and significant relationship between ship crew professionalism and the improvement of passenger satisfaction with a correlation coefficient value r=0.712, coefficient of determination R²=0.508, t-count=18.938 > t-table=1.967, and Sig. 0.000 < 0.05. This means that 50.8% of the improvement in passenger satisfaction is influenced by ship crew professionalism, while 49.2% is influenced by other factors. PT. PELNI is advised to maintain the professionalism of the ship crew and improve other service aspects.
Downloads
References
Batuhan Çullu, N. Ö. G. A. (2024). Cruise Passengers’ Perceived Service Quality During the Pandemic Period via User-Generated Content. Journal of ETA Maritime Science, 12, 186–198. https://doi.org/10.4274/jems.2024.35403
Çullu, B., Özispa, N., & Arabelen, G. (2024). Cruise Passengers’ Perceived Service Quality During the Pandemic Period via User-Generated Content. Journal of Eta Maritime Science, 12(2), 186–198. https://doi.org/10.4274/jems.2024.35403
Dewa, A. L. (2023). Empirical Analysis of Service Quality on Consumer Satisfaction in Maritime Transportation (Vol. 3, Number 5). https://doi.org/https://doi.org/10.54518/rh.3.5.2023.166
Gekara, V. O., & Sampson, H. (2020). The World of the Seafarer Qualitative Accounts of Working in the Global Shipping Industry. https://doi.org/https://doi.org/10.1007/978-3-030-49825-2_1
Ghozi, F., Fachrezi, M. N., Susanto, C., & Fitrina, R. (2024). The Influence Of Service Quality, Facilities And Marine Safety On Customer Satisfaction KM Kelud PT Pelni. Jurnal Manajemen Bisnis Transportasi Dan Logistik, 10(2). https://journal.itltrisakti.ac.id/index.php/jmtbtl
Martanto, I., Sijabat, R., & Putih, J. P. (2022). THE EFFECT OF TRAINING AND COMPETENCY ON SHIPPING SAFETY PERFORMANCE (STUDY AT TANJUNG EMAS PORT SEMARANG). SEGARA, 18(2), 105–112. https://doi.org/http://dx.doi.org/10.15578/segara.v18i2.11496
Octavianes, N., Suparman, A., & Abidin, Z. (2025). IMPROVING SHIP PASSENGER SATISFACTION BASED ON TICKET PRICE POLICIES AND CUSTOMER RELATIONSHIP MANAGEMENT THROUGH SERVICE QUALITY. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 7. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Purba, J., & Siska, S. Y. (2025). Influence of Human Resource Quality on Crew Ship Performance at Bourbon Offshore Asia Pte., Ltd. Jurnal Bisnis Mahasiswa, 5(3), 1443–1453. https://doi.org/10.60036/jbm.622
Rahmad, R., Sihombing, S., Sonny, I., Alfian Syamsya Sijabat, E., Institut Transportasi dan Logistik Trisakti, abcde, IPN No, J., & Besar Selatan, C. (2024). The Prevention of Accident Risks and Compliance of the International Shipping Safety Regulation. Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG), 11(01). https://journal.itltrisakti.ac.id/index.php/jmtranslog
Saransi, F., & Erlinda, N. (2024). Assessing Service Quality and Passenger Satisfaction: A Quantitative Study of Sea Transportation on the Padang Mentawai. Asian Journal of Economics, Business and Accounting, 24(6), 347–355. https://doi.org/10.9734/ajeba/2024/v24i61366
Setiawan, P. T., & Rumambi, F. J. (2023). Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Penumpang Kapal Laut pada Terminal Penumpang Gapura Surya Nusantara PT. Pelabuhan Indonesia (Persero) Regional 3 Tanjung Perak. Judicious, (Vol. 4 No. 2 (2023)). https://doi.org/10.37010/jdc.v4i2
Sitzimis, I. (2024). Service Quality and Passenger Satisfaction on the Coastal Routes of Southwest Crete. Transactions on Maritime Science, 13(2). https://doi.org/10.7225/toms.v13.n02.014
Sugiyono. (2023). METODE PENELITIAN KUANTITATIF, KUALITATIF, DAN R&D (M. Dr. Ir. Sutopo. S.Pd, Ed.). ALFABETA, CV. www.cvalfabeta.com
Suparjo, Yohana, C., & Akbar, M. (2020). The effect of integrity, professionalism, and innovation on service performance. International Journal of Advanced Science and Technology, 29(4 Special Issue), 1715–1732. https://doi.org/10.21009/jobbe.004.1.03
Teguh Wiyono, S. (2025). Pengaruh Empati dan Etika Perwira terhadap Keselamatan Kerja Kru Kapal Pada Industri Pelayaran (Vol. 6, Number 2). https://doi.org/https://doi.org/10.62012/zl.vi.44835
Tjendana, Y., & Pranitasari, D. (2024). Determinants Of SERVQUAL Dimensions on Customer Satisfaction and Loyalty in Maritime Transportation and Logistics Services. In Ecoment Global Journal (Vol. 9, Number 3):
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Pendas : Jurnal Ilmiah Pendidikan Dasar
This work is licensed under a Creative Commons Attribution 4.0 International License.
