Analysis Of Service Quality At Kmp. Seira Operating On The Bakauheni – Merak Route

DOI

10.2991/978-94-6463-486-0_11How to use a DOI?

Keywords

Service Standards; Conformity Level; Passenger Perceptions; Passenger Services; Importance Performance Analysis

Abstract

Minimum service standards for ferry transportation on ships have very important value for companies and regulators, being used as a benchmark in providing services and can also be used as a reference regarding the quality of a service provided by ship managers. Based on the results of field surveys, it was found that several services for service users had not been implemented properly. The aim of this research is to determine the characteristics of service users, the percentage of compliancewith minimum service standards for ferry transportation and service attributes that need to be improved in accordance with the expectations of service users above the KMP. Seira. This research uses the methodGap Performance – Importanceto determine the gap between service users’ expectations of perceived service quality and Quadrant MappingImportance Performance Analysisto find out the attributes that are the main priority for improving service quality.

Based on the analysis resultsPerformance-Importance GapThe highest gap value was obtained for passenger service, namely (- 2.09) in the available attribute. The medical room equipped with first aid equipment, wheelchairs, stretchers and medicines was adequate and functioning well and for passenger service, namely (-2.06) in attribute Availability of safety equipment when loading the vehicle. Based on the results of the Quadrant Mapping analysisImportance Performance AnalysisThere are 8 passenger service attributes and 2 vehicle loading attributes which are in quadrant I as the main priority for improvement so that the level of service user satisfaction can increase.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Febriansyah
AU  - Siti Nurlaili Triwahyuni
AU  - Fitri Anis Kurly
AU  - Nachia Salsabila
PY  - 2024
DA  - 2024/08/31
TI  - Analysis Of Service Quality At Kmp. Seira Operating On The Bakauheni – Merak Route
BT  - Proceedings of International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-L&EM)
PB  - Atlantis Press
SP  - 73
EP  - 77
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-486-0_11
DO  - 10.2991/978-94-6463-486-0_11
ID  - 2024
ER  -