Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/253800 
Year of Publication: 
2020
Citation: 
[Journal:] Journal of Economics, Finance and Administrative Science [ISSN:] 2218-0648 [Volume:] 25 [Issue:] 50 [Publisher:] Emerald Publishing Limited [Place:] Bingley [Year:] 2020 [Pages:] 321-337
Publisher: 
Emerald Publishing Limited, Bingley
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.
Subjects: 
Customer satisfaction
Customer segmentation
Hybrid cluster analysis
PT pelindo I
Sea transportation users
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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