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.
| Original language | English |
|---|---|
| Pages (from-to) | 321-337 |
| Number of pages | 17 |
| Journal | Journal of Economics, Finance and Administrative Science |
| Volume | 25 |
| Issue number | 50 |
| DOIs | |
| Publication status | Published - 30 Dec 2020 |
Keywords
- Customer satisfaction
- Customer segmentation
- Hybrid cluster analysis
- PT pelindo I
- Sea transportation users
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