Abstract:

The objectives of this study are 1) to determine the effect of service quality on passenger satisfaction at PT Pelayaran Naisional Indonesia (PELNI) Jayapura City, 2) knowing the efforts made in improving service quality on passenger satisfaction at PT Pelayaran Nasional Indonesia (PELNI) Jayapura City. This type of research uses quantitative methods. The total population for this study amounted to 424 people. The number of samples taken in this study was 30 people. Sampling was done using a random sampling method. Based on the author's results, it concerns the quality of passenger service at PT. The Indonesian National Shipping in the city of Jayapura, the quality of service provided to passengers/customers, both in terms of physical form, empathy, responsiveness, reliability and assurance so that the quality of service needs to be improved, and the company must pay attention to things that are considered important by customers who use the services of PT. Pelni, so that customers feel satisfied. Conclusion of passenger satisfaction at PT. The Indonesian National Voyage (PELNI) of Jayapura city has been accomplished well. This is evident from the respondent's answer to the answer category (yes) at the highest level as well. This means that with regard to passenger / customer satisfaction, it turns out that it has given the trust to passengers.

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