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The Effect of Service Quality, Trust, and Corporate Image on Passenger Satisfaction of the Bawean Island Ferry Operated under the Port Authority and Harbormaster Office (KSOP) Class II Gresik

Maritime Park: Journal of Maritime Technology and Society · Vol. ume (2026) · pp. 1–7

DOI
10.62012/mp.vi.46644
ISSN
2828-6669, 2828-7010
Published
2026-02-04
Publisher
Department of Ocean Engineering, Faculty of Engineering, Hasanuddin University
Language
en
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to analyze the influence of service quality, trust, and corporate image on customer satisfaction of the Bawean Island ferry service managed by the Port Authority and Harbormaster Office (KSOP) Class II Gresik. Using a quantitative approach with survey methods, primary data was obtained from 100 respondents of KM Express Bahari 3F and KM Express Bahari 6F passengers. The data were analyzed using multiple linear regression with SPSS. The results indicate that service quality and corporate image significantly affect customer satisfaction, while trust does not have a significant effect. Corporate image is the most dominant variable. Simultaneously, the three variables significantly affect customer satisfaction with an Adjusted R² of 0.742. This means that 74.2% of the variation in customer satisfaction can be explained by service quality, trust, and corporate image. The findings imply that service quality and a strong corporate image are essential for enhancing customer satisfaction, while trust needs to be strengthened through transparent communication and consistent operational reliability.

Keywords

Collaboration network of the authors

7 authors · 12 co-authorship links · 1 across different organisations

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  • Yogyakarta State University
  • Southwest University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles
sudirman sudirmanSouthwest University1
A. PurwantoYogyakarta State University1
B A SetionoAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/maritimepark/oai, first harvested 2 Nov 2026, last seen 2 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">The Effect of Service Quality, Trust, and Corporate Image on Passenger Satisfaction of the Bawean Island Ferry Operated under the Port Authority and Harbormaster Office (KSOP) Class II Gresik</dc:title>
	<dc:creator xml:lang="en">Malik, Djamaludin</dc:creator>
	<dc:creator xml:lang="en">Purwiyanto, Ddik</dc:creator>
	<dc:creator xml:lang="en">Wiedodo, Wisnu</dc:creator>
	<dc:creator xml:lang="id">purwiyanto, didik</dc:creator>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="en">Trust </dc:subject>
	<dc:subject xml:lang="en">Corporate Image</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Ferry Service</dc:subject>
	<dc:subject xml:lang="en"> KSOP Gresik</dc:subject>
	<dc:description xml:lang="en">This study aims to analyze the influence of service quality, trust, and corporate image on customer satisfaction of the Bawean Island ferry service managed by the Port Authority and Harbormaster Office (KSOP) Class II Gresik. Using a quantitative approach with survey methods, primary data was obtained from 100 respondents of KM Express Bahari 3F and KM Express Bahari 6F passengers. The data were analyzed using multiple linear regression with SPSS. The results indicate that service quality and corporate image significantly affect customer satisfaction, while trust does not have a significant effect. Corporate image is the most dominant variable. Simultaneously, the three variables significantly affect customer satisfaction with an Adjusted R² of 0.742. This means that 74.2% of the variation in customer satisfaction can be explained by service quality, trust, and corporate image. The findings imply that service quality and a strong corporate image are essential for enhancing customer satisfaction, while trust needs to be strengthened through transparent communication and consistent operational reliability.</dc:description>
	<dc:publisher xml:lang="en">Department of Ocean Engineering, Faculty of Engineering, Hasanuddin University</dc:publisher>
	<dc:date>2026-02-04</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unhas.ac.id/index.php/maritimepark/article/view/46644</dc:identifier>
	<dc:identifier>10.62012/mp.vi.46644</dc:identifier>
	<dc:source xml:lang="en">Maritime Park: Journal of Maritime Technology and Society; Volume 5, Issue 1, 2026; 1-7</dc:source>
	<dc:source>2828-6669</dc:source>
	<dc:source>2828-7010</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://journal.unhas.ac.id/index.php/maritimepark/article/view/46644/14149</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Maritime Park: Journal of Maritime Technology and Society</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
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