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All Journal Cantilever: Jurnal Penelitian dan Kajian Bidang Teknik Sipil
Ashari Fitra Rachmannullah
Department of Shipping and Transportation Management, National Taiwan Ocean University, Taiwan
Civil Engineering, Building, Construction & Architecture Engineering Transportation

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Perspektif Kepuasan Penumpang Dalam Kualitas Pelayanan Kapal Feri: Studi Kasus Pelabuhan Penyeberangan Merak-Bakauheni Rhaptyalyani Herno Della; Ashari Fitra Rachmannullah
Cantilever: Jurnal Penelitian dan Kajian Bidang Teknik Sipil Vol 10 No 1 (2021): Cantilever
Publisher : Department of Civil Engineering and Planning, Faculty of Engineering, Sriwijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1239.158 KB) | DOI: 10.35139/cantilever.v10i1.80

Abstract

This study evaluates passenger satisfaction from the perspective of service quality. The sample was collected by sending questionnaires from two perspectives; ferry passengers and ferry company employees at Merak-Bakauheni port in Indonesia. The PZB model is used for gap analysis and SERVQUAL dimension to assess and evaluate the service quality. The results show gaps between passenger satisfaction and ferry service quality at the Merak port - Bakauheni port. Data analysis using t-pairwise statistical method. The analysis found that gap 1; gap in perspective between the passenger expectations service and the ferry companies perceptions of their passengers expectation is very large, with the largest attributes from tangibles dimension. The largest gap of attributes from that dimension is “convenience store at the terminal.” In gap 5, the perceptions of passengers' expected and their perceived of service showed that the attribute of “Ferry service provides online services to facilitate customers” as the largest gap. Thus, from this study, ferry services need to make reformation, especially in the attribute that has a large gap. Moreover, this study provides an overview to ferry service in Indonesia to enhance their service quality.
Co-Authors Rhaptyalyani Herno Della, Rhaptyalyani Herno