The Influence of Service Quality and Customer Segmentation on Service Usage Decisions at PT. Samas Agung Tunggal Perkasa
Keywords:
Service Quality, Customer Segmentation, Service Usage Decisions
Abstract
With the increase in domestic trade activity and the development of e-commerce, the demand for expedition services, particularly by sea, has also increased. One company playing a role in this sector is PT Pelayaran Samas Agung Tunggal Perkasa (SAMAS), which provides inter-island shipping services to Jakarta, Surabaya, Palu, Kendari, and Toli-Toli. However, over time, the company has faced various challenges, particularly increased competition among similar companies due to the growing number of businesses in the expedition services industry. This situation underpins the purpose of this study: to analyze the influence of service quality and customer segmentation on the decision to use PT SAMAS's services.
This study used a quantitative method with multiple linear regression analysis. Data collection was conducted through questionnaires distributed to PT SAMAS customers. The results showed that service quality significantly influenced the decision to use services, as evidenced by a calculated t-value of 2.475 > t-table 1.996. Furthermore, customer segmentation also significantly influenced the decision to use services, with a calculated t-value of 4.572 > t-table 1.996. Thus, it can be concluded that service quality and customer segmentation have an influence on the decision to use PT SAMAS expedition
References
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Hermawan, E., & Marliani, V. 2024. The Effect of Price and Service Quality on the Decision to Use Service at JNE Express Tanjung Priok North Jakarta, Indonesian Logistics Journal, 8(1), 97-110.
Istiqomah, N. H. 2023. Transformation of traditional marketing to e-marketing: A literature review on the impact of the use of digital technology on the competitiveness of business marketing, Darussalam Journal of Sharia Economics, 4(2), 72-87.
Kharisma, D., Mursito, B., & Hadi, S. (2020). The decision to use Gojek services in Surakarta is reviewed from the perception of price, brand image and service quality. Various Machine Research, 18(3), 283-290.
Kishendrian, H., Hanum, N., Prianto, C., & Rahayu, W. I. 2023. Application of Clustering Method in Customer Segmentation of Logistics Companies, SINTECH (Science and Information Technology) Journal, 6(3), 137–146.
Kotler, P., & Keller, K. L. 2009. Marketing Management (13th ed.). Pearson Education.
Akkas, N., & Marwana, M. (2019). Analysis of the Influence of Marketing Mix Strategy on Honda Motorcycle Purchase Decisions on Cv. Anugerah Perdana Palu. Journal of Radial Management, 6(2), 105-110.
A. Febriani and S. A. Putri. 2020. Consumer Segmentation Based on Recency, Frequency, Monetary Model with the K-Means Method, Journal of Industrial Engineering and Management Systems, vol. 13, no. 2, September.
An'Nashira, S., Hamdani, A., & Rahman, A. Z. (2023). Analysis of the quality of freight forwarding services to J&T expedition customers. Journal of Social and Science (SOSAINS), 3(2), 145–156.
Annisa, A., & Yoestini, Y. 2023. Analysis of the Influence of Service Quality, Brand Awareness, and Religiosity on the Decision to Use Sharia Banking Services (Case Study on Bank Muamalat Indonesia Customers in Semarang City), Journal of Accounting and Tax, 24(1), 1–10.
Assauri, S. 2013. Marketing Management: Basics, Concepts and Strategies (13th Edition). Jakarta: Rajawali Press.
Astuti, W. 2023. Application of Data Mining Using the K-Means Clustering Method for Customer Grouping. Journal of Web Informatics Technology (J-WIT), 6(1), 45–52.
Central Statistics Agency. 2023. Marine transportation statistics 2022. Jakarta
Biondi, A., Poernomo, D., & Karyadi, H. (2024). Implementation of the marketing mix at Cafe The Anglo Saxon Tavern Jember. Journal of Business Administration Sciences, 13(2), 433-441.
Bowersox, D. J., Closs, D. J., & Cooper, M. B. 2010. Supply Chain Logistics Management (3rd ed). McGraw-Hill.
Cahyaningrum, D. A. 2024. The influence of product quality, price perception, and promotion on Samsung smartphone purchase decisions. Thesis of Economics. University of Semarang. São Paulo
Cahyono, T., & Maskan, M. 2020. The Influence of Interior Design, Exterior Design, and Brand Image on Purchase Decisions at Plasa Pt. Telecommunications, Journal of Business Applications, 6(1), 45–55.
Creswell, J. W., & Creswell, J. D. 2023. Research design: Qualitative, quantitative, and mixed methods approaches (6th ed.). SAGE Publications.
Daeng, C. R. N., Rogahang, J. J., & Walangitan, O. F. C. 2023. The effect of price on the decision to use Maxim Bike online transportation services for Fispol Unsrat students. Journal of Productivity, 4(5), 608–615.
Dewi, R., Musdawina, M., Ahmady, Z., H.R., M., & Sakir, S. (2024). Marketing management strategies for sustainable tourism destinations: A literature review. Journal of Businessman: Business Research and Management, 5(3), 68-79.
Denio, A., Pratama, R. D., & Wulandari, F. 2023. Service quality management in improving customer satisfaction. Media Discourse Partners. Jakarta
Erwin, E., Hafid, H., & Syahrir, N. 2022. The Effect of Service Quality on the Decision to Use Delivery Services through E-Commerce Applications (J&T Express Consumer Study Majene Branch), Journal of Management of STIE Muhammadiyah Palopo, 8(1), 106-115.
Farid, M., & Kirono, I. 2024. Measurement of the quality of freight forwarding services using the SERVQUAL method at PT. Pos Indonesia KCU Surabaya. Commitment, Scientific Journal of Management, 5(1), 34–43.
Febrianti, F., & Beni, S. 2023. Strategies for Maintaining Customer Loyalty in Culinary Business in Bengkayang District, Journal of Research and Development, 11(2), 189-210
Felix, A., & Rembulan, G. D. 2023. Analysis of Key Factors for Improved Customer Experience, Engagement, and Loyalty in the E-Commerce Industry in Indonesia, Aptisi Transactions on Technopreneurship (ATT), 5(2sp), 196–208.
Fitri, A. L. 2024. Strategies for Improving the Quality of Public Services in the Digitalization Era at the Bukit Pedusunan Village Office, Kuantan Mudik District, Kuantan Singingi Regency, Doctoral Dissertation. Islamic University. Kuantan Singingi.
G. Purnama, T. Pudjiantoro, and P. Sabrina. 2021. Customer segmentation using K-medoids based on the Length, Recency, Frequency, Monetary (LRFM) model. Proceedings of the National Seminar on Informatics and Its Application (SNIA), 5, 29-34.
Ghozali, I. 2020. Multivariate Analysis Application with IBM SPSS 21 Program. Semarang: Publishing Agency of Diponegoro University.
Ghozali, I. 2021. Multivariate Analysis Applications with IBM SPSS Program 26 Edition 10. Publishing Agency of Diponegoro University. Semarang.
Gozali, A. (2024). Analyze customer segmentation using the K-Means method and Self-Organizing Maps.
Hidayat, T., Rusdian, S., & Febryan, R. 2024. The Impact of Service Quality on Purchase Decisions at Indomaret Garut in the Era of Retail Modernization. Coopetition, Scientific Journal of Management, 15(2), 377–388.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. 2021. Multivariate Data Analysis (8th ed.). Cengage Learning.
Himawati, D., & Firdaus, M. F. 2021. The Influence of Word Of Mouth and Benefits on the Decision to Use DANA E-Wallet through Customer Trust in Greater Jakarta, Journal of Business Innovation and Management Indonesia, 424-436.
Hermawan, E., & Marliani, V. 2024. The Effect of Price and Service Quality on the Decision to Use Service at JNE Express Tanjung Priok North Jakarta, Indonesian Logistics Journal, 8(1), 97-110.
Istiqomah, N. H. 2023. Transformation of traditional marketing to e-marketing: A literature review on the impact of the use of digital technology on the competitiveness of business marketing, Darussalam Journal of Sharia Economics, 4(2), 72-87.
Kharisma, D., Mursito, B., & Hadi, S. (2020). The decision to use Gojek services in Surakarta is reviewed from the perception of price, brand image and service quality. Various Machine Research, 18(3), 283-290.
Kishendrian, H., Hanum, N., Prianto, C., & Rahayu, W. I. 2023. Application of Clustering Method in Customer Segmentation of Logistics Companies, SINTECH (Science and Information Technology) Journal, 6(3), 137–146.
Kotler, P., & Keller, K. L. 2009. Marketing Management (13th ed.). Pearson Education.
Published
2026-04-29
How to Cite
Ricky Nelson, Sarifuddin T, & Marwana. (2026). The Influence of Service Quality and Customer Segmentation on Service Usage Decisions at PT. Samas Agung Tunggal Perkasa. International Journal of Health, Economics, and Social Sciences (IJHESS), 8(2), 1552~1557. https://doi.org/10.56338/ijhess.v8i2.10938
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Copyright (c) 2026 Ricky Nelson, Sarifuddin T, Marwana
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