Hybrid cluster analysis of customer segmentation of sea transportation users

Artikel

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.

Object Details

• Language: Englisch

References and Relationships

• Bibliographic citation: Journal: Journal of Economics, Finance and Administrative Science ; ISSN: 2218-0648 ; Volume: 25 ; Year: 2020 ; Issue: 50 ; Pages: 321-337 ; Bingley: Emerald Publishing Limited

Classification and Topics

• Classification: Wirtschaft
• Subject: Customer satisfaction ; Customer segmentation ; Hybrid cluster analysis ; PT pelindo I ; Sea transportation users

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Cahyana, Bambang Eka ; Nimran, Umar ; Utami, Hamidah Nayati ; Iqbal, Mohammad
• Event: Veröffentlichung
• (who): Emerald Publishing Limited
• (where): Bingley
• (when): 2020

Further information

• DOI: doi:10.1108/JEFAS-07-2019-0126
• Handle: http://hdl.handle.net/10419/253800
• Last update: 10.03.2025, 11:45 AM CET