The Impact of Passenger Service Quality and Satisfaction Level on Performance as Mediated by Hr Professionalism in Pt Pelni Year 2020

Authors : Rizki Hagassi; Dedeng Wahyu Edi; Abdullah Ade Suryobuwono; Imam Sonny

Volume/Issue : Volume 7 - 2022, Issue 12 - December

Google Scholar :

Scribd :


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.


Paper Submission Last Date
31 - March - 2023

Paper Review Notification
In 1-2 Days

Paper Publishing
In 2-3 Days

Video Explanation for Published paper

Never miss an update from Papermashup

Get notified about the latest tutorials and downloads.

Subscribe by Email

Get alerts directly into your inbox after each post and stay updated.

Subscribe by RSS

Add our RSS to your feedreader to get regular updates from us.