The Effect of Online Ship Ticket Sales Implementation and Infrastructure Development at the Port on Service Quality Improvement at PT. PELNI

Authors

  • Ratu Rania Azzahra Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Linda Yulia Ayuningrum Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Devi Marlita Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • M. Arif Hernawan Faculty of Management and Business, Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jim.v3i4.2105

Keywords:

Digitalization, Ship ticket sales, Port infrastructure, Service quality, PT. PELNI

Abstract

This study aimed to assess the impact of ticket sales digitalization and port infrastructure on service quality at PT. PELNI, focusing on reducing ticket counter queues and improving operational efficiency. In the digital era, shipping companies are required to enhance service efficiency and convenience through adequate technology and infrastructure. Using a quantitative approach, data were collected from 122 respondents via a Likert scale questionnaire. The results indicate that while digitalization and port infrastructure collectively improve service quality, only port infrastructure independently has a significant effect. Although digitalization alone does not show a significant impact, it contributes to operational efficiency. This study provides practical insights for PT. PELNI, highlighting the importance of robust infrastructure development for service quality improvement, alongside the use of digital solutions to boost operational efficiency. The findings are expected to guide PT. PELNI’s management in enhancing customer satisfaction and competitiveness in the shipping industry.

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Published

2025-01-23

How to Cite

Azzahra, R. R., Ayuningrum, L. Y., Marlita, D., & Hernawan, M. A. (2025). The Effect of Online Ship Ticket Sales Implementation and Infrastructure Development at the Port on Service Quality Improvement at PT. PELNI. Jurnal Ilmu Multidisiplin, 3(4), 486–496. https://doi.org/10.38035/jim.v3i4.2105

Issue

Vol. 3 No. 4 (2025): Jurnal Ilmu Multidisplin (Januari-Maret 2025)

Section

Articles

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Copyright (c) 2025 Ratu Rania Azzahra, Linda Yulia Ayuningrum, Devi Marlita, M. Arif Hernawan

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