Analysis of the Level of Satisfaction and Quality of Passenger Service is what will affect the Improvement of Employee Performance. So that efforts are needed to improve the performance of HR Professionalism. The research was conducted at PT Pelni with the passenger of KM Dobonsolo Tj. Priok with a total sample of 150 employees. Data were collected through the instrument on a question sheet with a Likert scale model that had been tested. The data analysis method used in this study used the path analysis method or path analysis. The results of the first study, it was concluded that the level of customer satisfaction had a positive and significant effect on improving employee performance. Passenger Service Quality has a positive and significant impact on Employee Performance Improvement. HR Professionalism which has an impact on increasing Employee Performance Improvement, so that HR Professionalism as a moderating variable is proven to function to strengthen the influence of Passenger Satisfaction Level and Quality of Service on Employee Performance Improvement.

Keywords : Customer Satisfaction, Service Quality, HR Professionalism, Performance Improvement.