The Effect of Service Quality and Customer Satisfaction on Increasing Loyalty of Ro-Ro Ferry Passengers at Bakauhen

Purpose: This study uses a quantitative method with descriptive analysis, distributing questionnaires to passengers or users of the Ro-Ro ship in Bakaheuni, Merak, Indonesia.

Research Methodology: This study aimed to determine the following: the basis of the online ticket sales system, the handling of delays on roll-on/roll-off (ro-ro) ferries, the setup of parking management at the wharf, the optimization of dock operations, and the process of managing the operating fleet.

Results: The results of this research show that the magnitude of the positive relationship between service quality and customer satisfaction with service passenger loyalty is 75.8%, while the rest is the relationship of other factors that are not analyzed in this model.

Conclusions: This shows the magnitude of the positive relationship between service quality and customer satisfaction with service passenger loyalty of 75.8%, while the rest is the relationship of other factors that are not analyzed in this model.

Limitations: This study is limited to passengers of the Bakauheni–Merak Ro-Ro ferry and includes only 30 respondents, which may restrict the generalizability of the findings.

Contributions: The research provides empirical evidence that service quality and customer satisfaction positively influence passenger loyalty on Ro-Ro ferries.