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

Febriansyah (), Siti Nurlaili Triwahyuni, Fitri Anis Kurly and Nachia Salsabila
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Febriansyah: Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang
Siti Nurlaili Triwahyuni: Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang
Fitri Anis Kurly: Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang
Nachia Salsabila: Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang

A chapter in Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2023), 2024, pp 73-77 from Springer

Abstract: 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.

Keywords: Service Standards; Conformity Level; Passenger Perceptions; Passenger Services; Importance Performance Analysis (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-486-0_11

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