Comparison of Ship-Owned Service Quality Between PT. PELNI and PT. DLU by Using the Fuzzy C-Means Method

PT. PELNI and PT. DLU are well-known marine firms in Indonesia that carry passengers by sea. In a competitive market, they aim to improve their products and services to fulfill customer needs. Service quality includes staff conduct, customer satisfaction, safety, cleanliness, travel time, and leisure amenities. Service quality builds confidence and captures passengers, leading to more referrals and a better reputation for these firms. The fuzzy C-means method (FCM) evaluates service quality. This computational method assesses PT. PELNI and PT. DLU passenger ship service quality to determine population preferences. The ability to designate membership degrees inside clusters makes data clustering more detailed and accurate than traditional methods. The fuzzy C-means approach identifies corporate service quality well, according to the research. It is clear that more people think PT. DLU provides better service than PT. PELNI. PT. PELNI has 52.74% accuracy and PT. DLU 56.27%. These percentages are based on cleanliness, security, comfort, and prompt response. The accuracy of FCM variable classification enables PT. DLU and PT. PELNI to be compared. The findings show that PT. DLU classifies numerous measurement variables better. This is enough to compare the two shipping firms’ classifications.