Evaluation of Baai Island Ferry Port Services based on Minimum Service Standards

DOI

10.2991/978-94-6463-843-1_12How to use a DOI?

Keywords

Evaluation; Gap Analysis; Pulau Baai Ferry Port

Abstract

Pulau Baai Ferry Port serves one route, namely the Pulau Baai-Kahyapu route. Based on the results of a field survey, it was found that several services for service users had not been carried out properly, such as not having evacuation route instructions and evacuation gathering points, a prayer room whose area was still not clean and prayer equipment was not available, the passenger waiting room did not have air conditioning which caused the temperature in the waiting room to be hot, pedestrian paths ( Gangways) were not available for port service users, and weighbridges were not available which were very important for detecting vehicle data entering the ship. In this study, the method used to analyze the existing problems was the Gap Performance - Importance method to determine the gap between the services provided by the port and the expectations of service users regarding port services, mapping the Importance Performance quadrant Analysis to determine the attributes that are the main priority in improving the quality of port services, and the Customer Satisfaction Index (CSI). Performance Gap – Importance analysis, it was obtained The highest gap value for passenger services with a value of -2.46 on attribute 46. For ship services at the port with a value of -1.91 on attribute 1. The highest gap for vehicle services at the port with a value of -2.39 on attribute 4. Based on the results of the Importance Performance quadrant mapping analysis Analysis there are 22 attributes in quadrant I for passenger service, 3 attributes for ship service and 6 attributes for vehicle service as the main priority of improvement so that the level of user satisfaction can be increased. Based on the results of the Customer Satisfaction Index analysis, the user satisfaction index was 57% and was included in the fairly satisfied category.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Magdalena Susiarni
AU  - Oktrianti Diani
AU  - Vita Permata Sari
AU  - Anisa Rahma
PY  - 2025
DA  - 2025/09/16
TI  - Evaluation of Baai Island Ferry Port Services based on Minimum Service Standards
BT  - Proceedings of the International Conference of Inland Water and Ferries Transport Polytechnic of Palembang on Law, Economic and Management (IWPOSPA-LEM 2024)
PB  - Atlantis Press
SP  - 120
EP  - 134
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-843-1_12
DO  - 10.2991/978-94-6463-843-1_12
ID  - Susiarni2025
ER  -