Assessing Service Quality of Passenger Ferry Services in Sabang Zone

Abstract

The purpose of this study was to analyze the performance of services passenger ferry boat in Indonesia. Things related to be analyzed associated with indicators and sub variable of the Service Quality offered by the company to the passengers. The population of this study was those passengers that took Ferry to reach Banda Aceh from Sabang and vice versa. The questionnaire was distributed to 156 respondents who participated in this study. The finding of this study was the performance of the services provided by the Ferries has been good enough. Cartesian graph used to analyze the findings of this study described the item in quadrant 4 were the indicators to be intervened by Ferry manager serving Banda Aceh - Sabang routes. There are 6 indicators contained in quadrant 4 to be intervened by the manager Ferry, because all those 6 of these items were a source of customer frustration. So it desperately needs to be improved. The sixth item or indicators most urgent to be improved in order to increase the quality of service were passengers to be notified if there is a delay, staff have sufficient knowledge to answer passenger questions, the staff provide you with information related to the services, they should understand the passenger needs when you ask a question, providing on time Ferry services and dependability in handling services (item number 2, 4, 5, 7, 10, 11). By looking at other Cartesian graphs, we also know that the sub variables No. 1 and No. 3, the Security and Reliability are the sub-variables that need to be intervened also by Ferry service management of Banda Aceh - Sabang route. This was because the two sub-variables were in quadrant number 4, which is the source of customer dissatisfaction

Keywords: Passenger Ferry Services, Banda Aceh, Sabang, Service Quality, Assurance, Empathy, Reliability, Responsiveness, Tangibles, Comfort, Connection, Convenience. Customer Dissatisfaction