ANALYSIS OF OPTIMIZATION STRATEGY OF PUBLIC SERVICE OBLIGATION (PSO) PASSENGER SHIP SERVICES OF PT PELNI IN TANJUNG PRIOK PORT, JAKARTA

Abstract

This study examines strategies for optimizing PT PELNI passenger ship services under the Public Service Obligation (PSO) scheme at Tanjung Priok Port. A qualitative descriptive approach was applied using observation, documentation, and semi-structured interviews with five internal informants representing branch operations, passenger services, and ship personnel. The documented interviews were conducted on 1 September 2026. Data were analyzed through reduction, display, and conclusion verification, supported by triangulation. Findings indicate that service delivery involves operational preparation, passenger flow management, identity verification, manifest control, and onboard services. Digital tools support verification and reduce reliance on physical ticket counters, but network disruptions and data discrepancies remain potential obstacles. Informants reported a waiting-room capacity of approximately 500–700 passengers and increased congestion during simultaneous ship services. Operational planning emerged as the main qualitative priority , followed by passenger flow management, digital service improvement, capacity and manifest control, and onboard service enhancement. These priorities reflect operational interdependencies rather than quantitative weighting. The study provides a context-specific basis for service coordination; it does not establish passenger satisfaction levels or measure causal improvements in punctuality and waiting times.