Vessel Seaworthiness, Service Quality, Information Technology, And Financial Performance: The Role Mediation of Operational Performance in Passenger Shipping Companies in Indonesia

Abstract

The strategic role of passenger vessels ensures accessibility in Indonesia's regions. However, the number of ships each year has not shown significant improvement. The company's financial condition has become an issue, delaying fleet renewal due to the high cost of vessels. Economic performance is linked to operational performance, where the port conditions are not fully standardized, affecting service quality. Additionally, ship accidents each year highlight the need to address vessel seaworthiness, crew competence, and maintenance. The use of information technology for operations and revenue improvement has not been optimal. This study aims to analyze the impact of vessel seaworthiness, service quality, and information technology on financial performance through the mediation of passenger vessel operational performance. Data were collected through a questionnaire with a sample of 181 out of 328 populations. This study uses descriptive and quantitative data analysis techniques using Structural Equation Modelling (SEM)-Partial Least Square (PLS). The results of this study contribute to the development of a passenger shipping management model, where the financial performance of passenger shipping companies is influenced by operational performance, which is determined indirectly by vessel seaworthiness and directly and indirectly by service quality and information technology.