Analysis of Ferry Services on the KMP Lohoraung and KMP Tarusi at Likupang Port
DOI:
https://doi.org/10.48192/vns.v14i2.893Keywords:
Ferry Services, Importance Performance Analysis, Minimum Service Standards, Passenger Satisfaction, Likupang PortAbstract
This study aims to evaluate the quality of ferry transportation services at Likupang Ferry Port based on Minimum Service Standards (SPM) using the Importance Performance Analysis (IPA) method. Likupang Ferry Port plays an important role in supporting community mobility, goods distribution, as well as economic and tourism activities in North Sulawesi. However, several service problems are still encountered, such as inadequate safety, health, and passenger comfort facilities, which may affect customer satisfaction levels. This study employed a quantitative approach by collecting primary data through observations, interviews, and questionnaires distributed to 338 ferry service users of KMP. Lohoraung and KMP. Tarusi. The data were analyzed using the Importance Performance Analysis (IPA) method, while validity and reliability tests were conducted using SPSS. The results showed that the passenger service conformity level on KMP. Lohoraung was 48.38% and KMP. Tarusi was 51.61%, indicating that both vessels have not yet met the Minimum Service Standards (SPM). Meanwhile, vehicle services were categorized as good, with conformity levels of 85.18% on KMP. Lohoraung and 81.48% on KMP. Tarusi. The ship operational aspect achieved a conformity level of 100% in operational schedules, berthing time, loading and unloading processes, and sailing speed indicators. The IPA analysis revealed that the main service attributes requiring improvement include lifeboat conditions, medical rooms, passenger toilets, prayer rooms, lighting facilities, and nursing rooms, as these attributes have high importance but low performance levels. The validity and reliability test results indicated that all research instruments were valid and reliable, making them suitable for use in this study. This research is expected to serve as an evaluation reference for port management and ferry operators in improving ferry transportation services at Likupang Ferry Port.
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