Abstract
Purpose The purpose of this study is to apply hybrid cluster analysis in classifying PT Pelindo I customers based on the level of customer satisfaction with passenger services of PT Pelindo I. Design/methodology/approach Hybrid cluster analysis is a combination of hierarchical and non-hierarchical cluster analysis. This hybrid cluster analysis appears to optimize the advantages of hierarchical and non-hierarchical methods simultaneously to obtain optimal grouping. Hybrid cluster analysis itself has high flexibility because it can combine all hierarchical and non-hierarchical methods without any limits in the order of analysis used. Findings The results showed that 72% of PT Pelindo I customers felt PT Pelindo I service was special, while the remaining 28% felt PT Pelindo I service was good. Originality/value In total, 117 customers of PT Pelindo I were involved in a study using the non-probability sampling method.
Highlights
As a maritime country and the biggest archipelago country in the world, Indonesia possesses a vast sea area that offers a great number of resources
The cluster hybrid analysis performed in this research resulted in two segmentations in Belawan Port, Dumai Port, Tanjung Pinang Port and in PT PELINDO I, in general
The customer segmentation of Belawan Port shows that 53% of customers perceived the quality service for passengers offered by the port special, while the rest 47% find the service good
Summary
As a maritime country and the biggest archipelago country in the world, Indonesia possesses a vast sea area that offers a great number of resources. Marine resources are valuable assets that can be used for the prosperity of the nation. Lands that are separated by sea become challenges for the citizen of Indonesia to travel across islands. As most of the Indonesian community belongs to the middle-low economic level, affordable sea transport modes are more preferred compared to air transport modes, which are relatively higher in price. Responding to the high demand for sea transport, PT Pelindo I offers sea transportation services across islands including South Sumatera, Riau and Aceh. It is obvious that PT Pelindo I holds key roles to the economic and social activities among
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