APPLICATION OF IMPORTANCE PERFORMANCE ANALYSIS IN ASSESSING THE SERVICES QUALITY OF PASSANGER FERRY SERVICES

Syafruddin Chan ()
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Syafruddin Chan: Economic and Business Faculty, Syiah Kuala University

No 4106580, Proceedings of International Academic Conferences from International Institute of Social and Economic Sciences

Abstract: The purpose of this study was to analyze the performance of services passenger ferry boat in Indonesia. Things related to be analyzed associated with indicators and sub variable of the Service Quality offered by the company to the passengers. The population of this study were those passengers that took Ferry to reach Banda Aceh from Sabang and vice versa. The questionnaire was distributed to 156 respondents who participated in this study. The finding of this study was the performance of the services provided by the Ferries have been good enough. Cartesian graph used to analyze the findings of this study described the item in quadrant 4 were the indicators to be intervened by Ferry manager serving Banda Aceh - Sabang routes. There are 6 indicators contained in quadrant 4 to be intervened by the manager Ferry, because all those 6 of these items were a source of customer frustration. So it desperately needs to be improved. The sixth item or indicators most urgent to be improved in order to increase the quality of service were passengers to be notified if there is a delay, staff have sufficient knowledge to answer passenger questions, the staff provide you with information related to the services, they should understand the passenger needs when you ask a question, roviding on time Ferry services and dependability in handling services (item number 2,4,5,7,10,11). By looking at other Cartesian graphs, we also know that the sub variables No. 1 and No. 3, the Security and Reliability are the sub-variables that need to be intervened also by Ferry service managementof Banda Aceh - Sabang route. This was because the two sub-variables were in quadrant number 4, which is the source of customer dissatisfaction

Keywords: Passenger Ferry Services; Banda Aceh; Sabang; Service Quality; Assurance; Empathy; Reliability; Responsiveness; Tangibles; Comfort; Connection; Convenience. Customer Dissatisfaction (search for similar items in EconPapers)
Pages: 19 pages
Date: 2016-10
New Economics Papers: this item is included in nep-sea
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Published in Proceedings of the Proceedings of the 25th International Academic Conference, OECD Headquarters, Paris, Oct 2016, pages 63-81

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