Analysis of Ferry Services on the KMP Lohoraung and KMP Tarusi at Likupang Port
Analisis Layanan Feri di KMP Lohoraung dan KMP Tarusi di Pelabuhan Likupang
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 the Minimum Service Standards (MSS) using the Importance Performance Analysis (IPA) method. Likupang Ferry Port plays an important role in supporting community mobility, goods distribution, and 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. This study employed a quantitative approach by collecting primary data through observations, interviews, and questionnaires distributed to 338 users of the ferry services of KMP Lohoraung and KMP Tarusi. The data were analyzed using the IPA method, while validity and reliability tests were conducted using SPSS. The results showed that the passenger service conformity level was 48.38% on KMP Lohoraung and 51.61% on KMP Tarusi, indicating that both vessels have not yet met the MSS. 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% for operating schedules, berthing time, loading and unloading, and sailing speed. The IPA revealed that the main service attributes requiring improvement are lifeboat condition, medical rooms, passenger toilets, prayer rooms, lighting, and nursing rooms, as these attributes have high importance but low performance. All research instruments were valid and reliable. This research is expected to serve as an evaluation reference for port management and ferry operators in improving ferry services at Likupang Ferry Port.
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