Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal ARMADA : Jurnal Penelitian Multidisiplin
Alfian Umar
Port Management Study Programme, Politeknik Maritim AMI Makassar, Indonesia
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Transportation Veterinary Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Satisfied Yet Uneasy about Safety: Customer Satisfaction and Importance–Performance Gaps in Ferry Services on the Bajoe–Kolaka Route Amrin Pettarani; Anwar Tahir; Alfian Umar; Wardina Suwedy; Arif Fuddin Usman
ARMADA : Jurnal Penelitian Multidisiplin Vol. 2 No. 12 (2024): ARMADA : Jurnal Penelitian Multidisplin, Desember 2024
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/armada.v2i12.4626

Abstract

Ferry services are the backbone of inter-island mobility in Indonesia, yet an overall satisfaction score may conceal weaknesses in the attributes passengers value most. This study evaluates the service performance of the ferry KM. Pulau Muna on the Bajoe–Kolaka route and identifies the factors perceived to hinder optimal service. Fifty service users rated ten service attributes for importance and performance on five-point scales. The data were analysed with the Customer Satisfaction Index (CSI), complemented by importance–performance gap analysis and a fishbone diagram. The CSI reached 79.77%, placing the service in the “satisfied” category. However, performance fell short of importance on every attribute, and the two safety-related attributes, safety and security procedures and emergency handling and safety equipment, were among the most important (4.74 and 4.84) but the lowest in performance (3.74 and 3.80), with gaps about twice those of the other attributes. Raising these two attributes to the level of the others would lift the CSI to about 81%, the threshold of the “very satisfied” category. The fishbone analysis points to training, safety equipment, procedures, and supervision as areas for improvement. Visible, well-communicated on-board safety is therefore the primary lever for improving passenger satisfaction.
Co-Authors Amrin Pettarani Anwar Tahir Arif Fuddin Usman Wardina Suwedy