Mustika Sari Primary Author Prasadja Ricardianto Primary Author Lis Lesmini Primary Author Bobby Bimantara Primary Author Honny Fiva Akira Sembiring Primary Author

The purpose of this study to examine perceived value and complaint handling affect passenger satisfaction which, in turn, has an impact on passenger loyalty of some national ships with a capacity of 2,000 people. The problems that arise in the shipping on the routes along the Java Sea, Indonesia from Tanjung Priok Port Jakarta to Tanjung Perak Port Surabaya, East Java are the decreasing number of ship’s passengers in the period of 2010-2018 and the tight competition in the service industry of passenger ship transportation characterized by many emerging private companies which also provide passenger ship transportation services. This study also compares the condition of transportation services with the same route provided by train and air transports. The data analysis in this study uses the analysis method of Structural Equation Model (SEM) with the statistical program AMOS version 20. Using the probability sampling method with simple technique of random sampling, it is obtained the number of samples in this study carried out in July 2019 as many as 250 ship’s passengers. The result of this study shows that the variable with the biggest influence on customer loyalty is passenger satisfaction.