Analysis of Ship Ticket Sale Service Procedures for Passenger Satisfaction at PT. Pelayaran Nasional Indonesia (PELNI) Surabaya Branch

Abstract

Shipping is part of the means of sea transportation as mandated Law No. 17 of 2008 concerning shipping has become a very strategic matter for national insight and has become a vital tool that supports the goals of national unity and integrity. PT. PELNI is a company engaged in sea transportation services, namely passenger ships. The importance of "service" to passenger satisfaction is very influential, Passenger Service can be defined as all forms of customer service and in the form of goods, which in principle are the responsibility and carried out by government agencies at the center and in the regions. This research was carried out with the aim of knowing the performance of services and knowing the level of satisfaction of service users to PT. PELNI Surabaya Branch. This research design used was descriptive qualitative. The results of this study are as follows. First, from the aspect of service quality, the attitude of PT. PELNI Surabaya Branch employees towards passengers and in general the service performance has not been satisfactory, but still requires some improvements in order to provide maximum service to all service users. The second is based on passenger responses to the facilities provided, there is still a lack of ticket sales and passengers are often disappointed with the payment method set at PT. PELNI. This means that most passengers want improvements in these two indicators and must be a priority in improving their services by PT. PELNI in the future in providing services.