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.


    Zugriff

    Download


    Exportieren, teilen und zitieren



    Titel :

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


    Weitere Titelangaben:

    Advances in Economics, Business and Management res.


    Beteiligte:
    Pusriansyah, Ferdinand (Herausgeber:in) / Sutrisno, Slamet Prasetyo (Herausgeber:in) / Diani, Oktrianti (Herausgeber:in) / Amanda, Monica (Herausgeber:in) / Triwahyuni, Siti Nurlaili (Herausgeber:in) / Febriansyah (Autor:in) / Triwahyuni, Siti Nurlaili (Autor:in) / Kurly, Fitri Anis (Autor:in) / Salsabila, Nachia (Autor:in)

    Kongress:

    International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management ; 2023 ; Palembang, Indonesia November 16, 2023 - November 16, 2023



    Erscheinungsdatum :

    03.08.2024


    Format / Umfang :

    5 pages





    Medientyp :

    Aufsatz/Kapitel (Buch)


    Format :

    Elektronische Ressource


    Sprache :

    Englisch





    Analysis of Ro-Ro Ship Performance Management at the Merak-Bakauheni Crossing Port

    Evada Rustina / Rafdy Kaukabun Nufus / Sri Sayekti Lestari et al. | DOAJ | 2023

    Freier Zugriff

    Evaluation of Ferry Transport Tariffs Based on Operational Costs of Ships Operating on The Merak-Bakauheni Route

    Amanda, Monica / Kelana, Sri / Farhana, Alya | Springer Verlag | 2024

    Freier Zugriff

    The MERAK - "What lies beneath"

    Haarstaad, Dag | Online Contents | 2000


    Assessment of Safety Behavior and Hazard Communication Knowledge Amongst Tangerang-Merak Toll Road Users

    Varina Eka Lailita Eti / Mahachandra Manik | DOAJ | 2023

    Freier Zugriff

    Study of Factors Causing Accidents of Loading Vehicles onto Crossing Vessels at Merak Port

    Agustini, Elfita / Kelana, Sri / Amanda, Monica et al. | Springer Verlag | 2024

    Freier Zugriff