Research Article
Passenger Satisfaction Analysis of Service in Port Passenger Terminal Gresik
@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
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.
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