DETERMINASI KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PENUMPANG KAPAL RORO

Authors

  • Shaqina Nuruly Institut Transportasi dan Logistik Trisakti, Jakarta
  • Aswanti Setyawati Institut Transportasi dan Logistik Trisakti, Jakarta
  • Nita Rosmala Dewi Institut Transportasi dan Logistik Trisakti, Jakarta
  • Reza Fauzi Jaya Sakti Institut Transportasi dan Logistik Trisakti, Jakarta
  • Primadi Candra Susanto ITL Trisakti

DOI:

https://doi.org/10.33474/jimmu.v9i1.21535

Keywords:

Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Penumpang

Abstract

Tujuan utama dari artikel ini adalah untuk memberikan pemahaman yang lebih dalam tentang faktor-faktor yang mempengaruhi loyalitas penumpang kapal RoRo, dengan fokus pada kualitas pelayanan dan kepuasan pelanggan. Melalui studi kasus yang cermat, artikel ini diharapkan dapat memberikan wawasan yang berharga bagi manajer perusahaan pelayaran dalam meningkatkan strategi layanan mereka dan memperkuat hubungan dengan pelanggan. Metode penelitian kualitatif dengan tinjauan pustaka melibatkan analisis berbagai sumber teks yang ada untuk memahami dan mengintegrasikan pengetahuan yang diperoleh tentang masalah penelitian. Pendekatan ini memungkinkan peneliti untuk mengidentifikasi kecenderungan, perdebatan, hipotesis, temuan, dan kesenjangan pengetahuan yang terkait dengan topik penelitian menarik yang sudah ada dalam literatur. Studi ini menunjukkan dari hasil literatur yang mendukung dari dua hasil penelitian maka kualitas pelayanan yang dirasakan oleh penumpang kapal RoRo berpengaruh signifikan terhadap kepuasan dan loyalitas pelanggan. Hal ini menekankan pentingnya bagi perusahaan pelayaran RoRo untuk meningkatkan kualitas layanan guna mempertahankan pangsa pasar dan loyalitas pelanggan. Selain itu, temuan ini mengonfirmasi hubungan positif antara kepuasan pelanggan dan loyalitas mereka terhadap perusahaan pelayaran.

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Published

2024-03-01

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