A Gap Analysis of Service Quality in the Ferry Transportation Business at an Executive Terminal Ferry Port

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Fadila Putra Wardhana, Wahyu Aji Sumarko, Willy Gunadi

Abstract

Attention from the management of transportation operators to meet the needs of passengers, encouraging them to continue to understand the importance of customer perceptions in service quality in the ferry business. Improvements are made to make improvements to service standards, so that customer expectations for service are continuously improved in order to narrow the gap between the expectations of service quality from passengers and those felt by service quality. With the presence of executive services, of course, the customer segmentation is divided into the regular segment and the premium segment. This research was conducted by conducting a survey with the research object of executive service users in the last 3 months and aims to determine or analyze the gap between service quality expectations and service quality perceived by passengers in the crossing industry for several dimensions such as comfort, cleanliness, safety and security, information and attention to consumers (responsiveness). In conducting this research, the analysis used Pair Sample T-test to determine the size of the gap and the priority of management concentration. This study processed data from questionnaires distributed to 313 service users who had used executive services (convenience sampling) assisted by SPSS. By comparing the mean between service quality expectations and service quality perceived by passenger, it can be seen that the gap of service quality dimensions in ferries industry. From this analysis, it is known that those with the highest gap are items related to the dimension of information, especially items of information related to Ferry Express departure schedule information. So it can be concluded that the concentration of management on improving executive services must be prioritized on the Ferry Express.

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