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ANALISIS KESENJANGAN ANTARA EKSPEKTASI PENUMPANG DAN PERSEPSI PERUSAHAAN TERHADAP TINGKAT KUALITAS PELAYANAN PELABUHAN FERI TANJUNG API-API

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Penilaian

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Service quality of transportation services is compulsory to provide a good performance of transportation services, infrastructure, facilities, and their services. Good service quality slowed from passenger expectations in accordance with the company's perception to assess the gap in their service quality. Thus, this study assessed gap analysis by spreading questionnaires both to passengers and employees of ferry services to analyze their service quality perception in Tanjung Api-api port. The analyze is based on the perception of tangible, reliability, responsiveness, assurance, and empathy, known as SERVQUAL dimensions. Furthermore, the gap analysis used the PZB model with t-pairwise method to assess the expectation dan satisfaction of passengers' perception. Moreover, this study gave implications for further analysis of ferry services to optimize their service quality for intensifying ferry services as one of the most frequent modes in maritime countries like Indonesia.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2307000901	T88429	T884292023	Central Library (Referens)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T884292023

Publisher

Inderalaya : Prodi Teknik Sipil, Fakultas Teknik Universitas Sriwijaya., 2023

Collation

xviii, 92 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

623.820 7

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Kapal Laut
Prodi Teknik Sipil

Specific Detail Info

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Statement of Responsibility

SEPTA

Other version/related

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