Proceedings of the 1st International Conference on Management, Business, Applied Science, Engineering and Sustainability Development, ICMASES 2019, 9-10 February 2019, Malang, Indonesia

Research Article

Passenger Satisfaction Analysis of Service in Port Passenger Terminal Gresik

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  • @INPROCEEDINGS{10.4108/eai.3-8-2019.2290738,
    author={L  Barasa and A G Malau and C  Pasyah and R  Ariska},
    title={Passenger Satisfaction Analysis of Service in Port Passenger Terminal Gresik},
    proceedings={Proceedings of the 1st International Conference on Management, Business, Applied Science, Engineering and Sustainability Development, ICMASES 2019, 9-10 February 2019, Malang, Indonesia},
    publisher={EAI},
    proceedings_a={ICMASES},
    year={2020},
    month={1},
    keywords={level of customer satisfaction service quality gap analysis},
    doi={10.4108/eai.3-8-2019.2290738}
}
  • L Barasa
    A G Malau
    C Pasyah
    R Ariska
    Year: 2020
    Passenger Satisfaction Analysis of Service in Port Passenger Terminal Gresik
    ICMASES
    EAI
    DOI: 10.4108/eai.3-8-2019.2290738
L Barasa1,*, A G Malau1, C Pasyah1, R Ariska1
  • 1: STIP (Sekolah Tinggi Ilmu Pelayaran) Jakarta, Indonesia
*Contact email: larsenbarasa@gmail.com

Abstract

This study aims to measure the level of customer satisfaction in the domestic ferry crossing port of Gresik through the quality of port services. Primary data obtained by distributing questionnaires to consumers harbor users. The total sample of respondents is 50 people. Data were analyzed using descriptive statistics. Used to measure customer satisfaction gap analysis between the level of perceived performance of consumers with their expectations of port services.

Keywords
level of customer satisfaction service quality gap analysis
Published
2020-01-08
Publisher
EAI
http://dx.doi.org/10.4108/eai.3-8-2019.2290738
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