The Effect of Tenant Revitalization and Product Innovation of KM Kelud on Customer Satisfaction of PT. XYZ

Authors

  • Yulianti Keke Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta
  • Meilynda Hamidah Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta
  • Gatot Wibisono Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta
  • Reza Fauzi Jaya Sakti Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta
  • Endang Wahyuni Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta
  • Siska Amonalisa Silalahi Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta
  • Veronica Veronica Trisakti Institute of Transportation and Logistics, Jakarta, East Jakarta

DOI:

https://doi.org/10.38035/dijemss.v7i5.6345

Keywords:

Tenant Revitalization, Product Innovation, Customer Satisfaction, Sea Transportation, Passenger Ship Facilities

Abstract

This study aims to analyze the effect of tenant revitalization and product innovation on customer satisfaction of KM Kelud ship of PT. XYZ. Tenant revitalization includes improving physical conditions, modernizing facilities, arranging layouts, and increasing comfort and security of tenant areas. Product innovation includes providing new services such as wifi, study on board, tour on board, city on board, and event meeting charter aimed at improving customer experience during sailing. The research method uses a quantitative approach with data collection through questionnaires given to 180 respondents of KM Kelud passengers serving the Jakarta-Batam-Medan route during the 2024 NATARU period. Data analysis uses Structural Equation Modeling (SEM) with the help of SmartPLS 4.0 software. The results of the study show that tenant revitalization and product innovation have a significant effect partially and simultaneously on customer satisfaction. The research model explains 99.4% of the variation in customer satisfaction. The practical implications of this study provide recommendations to PT. XYZ to continue improving service quality through tenant revitalization and product innovation programs to maintain customer loyalty and competitiveness in the Indonesian maritime transportation industry.

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Published

2026-06-17

How to Cite

Keke, Y., Hamidah, M., Wibisono, G., Sakti, R. F. J., Wahyuni, E., Silalahi , S. A., & Veronica, V. (2026). The Effect of Tenant Revitalization and Product Innovation of KM Kelud on Customer Satisfaction of PT. XYZ. Dinasti International Journal of Education Management and Social Science, 7(5), 4334–4343. https://doi.org/10.38035/dijemss.v7i5.6345

Issue

Vol. 7 No. 5 (2026): Dinasti International Journal of Education Management and Social Science (June - July 2026)

Section

Articles

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Copyright (c) 2026 Yulianti Keke, Meilynda Hamidah, Gatot Wibisono, Reza Fauzi Jaya Sakti, Endang Wahyuni, Siska Amonalisa Silalahi , Veronica Veronica

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