Author:
Cahyana Bambang Eka,Nimran Umar,Utami Hamidah Nayati,Iqbal Mohammad
Abstract
Purpose
The purpose of this study is to apply hybrid cluster analysis in classifying PT Pelindo I customers based on the level of customer satisfaction with passenger services of PT Pelindo I.
Design/methodology/approach
Hybrid cluster analysis is a combination of hierarchical and non-hierarchical cluster analysis. This hybrid cluster analysis appears to optimize the advantages of hierarchical and non-hierarchical methods simultaneously to obtain optimal grouping. Hybrid cluster analysis itself has high flexibility because it can combine all hierarchical and non-hierarchical methods without any limits in the order of analysis used.
Findings
The results showed that 72% of PT Pelindo I customers felt PT Pelindo I service was special, while the remaining 28% felt PT Pelindo I service was good.
Originality/value
In total, 117 customers of PT Pelindo I were involved in a study using the non-probability sampling method.
Subject
General Economics, Econometrics and Finance
Reference15 articles.
1. On the two-level hybrid clustering algorithm,2004
2. Hybrid hierarchical clustering with applications to microarray data;Biostatistics,2005
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