Digital Service Innovation at PT Pelayaran Dharma Indah at Murhum Port, Baubau City, Southeast Sulawesi

Abstract

This research is a qualitative descriptive research. Data collection techniques using observation, interview and documentation methods. Data analysis techniques through data collection, data reduction, data presentation, and drawing conclusions. The results of the study show that the digital service innovation of PT. Pelayaran Dharma Indah is not yet completely good. This can be described: 1), Customer Satisfaction is not yet completely good, there are still many passengers who do not understand and apply in detail the available digital services, 2), service efficiency, still has obstacles, the implementation of strategies to make the use of services more efficient for users for online bookings is not yet clear and still confusing so that passengers are not interested in buying tickets online. 3), Customer Experience, the digital supervision system for ship passengers is still weak, so passengers are less safe in transacting and have difficulty using ship digital services. 4), Service Sustainability, the digital service system is still weak, there has been no improvement in the system, cooperation and collaboration, clear and systematic evaluation and measurement.