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

ANDREAN, HENDI and Della, Rhaptyalyani Herno and Permata, Debby Yulinar (2022) ANALISIS KESENJANGAN ANTARA EKSPEKTASI PENUMPANG DAN PERSEPSI PERUSAHAAN TERHADAP TINGKAT KUALITAS PELAYANAN PELABUHAN FERI TANJUNG API-API. Undergraduate thesis, Sriwijaya University.

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Abstract

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.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Layanan feri, Kualitas layanan, Kesenjangan analisis, PZB model
Subjects:	T Technology > TA Engineering (General). Civil engineering (General) > TA1001-1280 Transportation engineering
Divisions:	03-Faculty of Engineering > 22201-Civil Engineering (S1)
Depositing User:	Hendi Andrean
Date Deposited:	02 Feb 2023 01:52
Last Modified:	02 Feb 2023 01:53
URI:	http://repository.unsri.ac.id/id/eprint/88429

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