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Journal : Disaster in Civil Engineering and Architecture

Assessment of Service Quality of Sinabang Ferry Port Based on Sinabang - Calang Route Users’ Perception Alpina, Miranti; Darma, Yusria; Refika, Cut Dwi; Mubarak, Mubarak; Dasopang, Ahyin Bilhuda; Mauladea, Faiza; Koting, Suhana
Disaster in Civil Engineering and Architecture Vol. 3 No. 1: April 2026 (in press)
Publisher : Popular Scientist

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70028/dcea.v3i1.72

Abstract

Sinabang Ferry Port serves as a vital transportation hub connecting Simeulue Island with the mainland Sumatra, especially in serving remote and underdeveloped areas. As passenger traffic increases, evaluating service quality becomes crucial to support port management improvements and increase user satisfaction. This study aims to analyze the level of service at Sinabang Ferry Port based on user satisfaction and identify service attributes that need to be prioritized for quality improvement. The data were analyzed using the Importance Performance Analysis (IPA) method with five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. The number of respondents was set at 156 people using the Slovin formula based on the average weekly number of passengers. The results showed that the level of user satisfaction with Sinabang Ferry Port services obtained an average level of suitability (LoS) score of 85,13%, indicating that user may dissatisfaction with port services and the need for improvements. The attributes that need to be prioritized (Quadrant I) include facilities for people with disabilities, pregnant women, and the elderly, information about terminal layout, departures and arrivals, and the availability of security equipment, such as CCTV. Furthermore, the tangibles, reliability, and assurance dimensions require significant attention to enhance service quality. These results provide essential insights for port authorities in formulating targeted and sustainable strategies to strengthen ferry service management and support regional accessibility.
Assessing Service Quality of a Type C Passenger Terminal Using Importance–Performance Analysis: A User-Based Approach Sari, Fitri; Darma, Yusria; Mubarak, Mubarak; Dasopang, Ahyin Bilhuda
Disaster in Civil Engineering and Architecture Vol. 3 No. 1: April 2026 (in press)
Publisher : Popular Scientist

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70028/dcea.v3i1.85

Abstract

As a passenger terminal, Lueng Bata Mini-Bus Terminal in Banda Aceh serves as a vital hub for regional mobility and local economic activities. However, the increasing volume of users has highlighted several service-related shortcomings, including inadequate facilities, poor sanitation, and the lack of accurate departure information. This study aims to evaluate the terminal’s service quality from the users' perspective using the Importance-Performance Analysis (IPA) method. Primary data were collected through 250 respondents comprising passengers, drivers, local business operators, and community members who interact with the terminal. The findings reveal a Level of Suitability score of 78.561%, indicating that current service delivery falls short of user expectations. Several service attributes most notably, the availability of services information and the clarity of evacuation routes were identified as critical weaknesses that require immediate attention. These attributes were categorized in the IPA matrix as high-priority areas for improvement. The findings provide empirical evidence to support terminal upgrading decisions, particularly the need to align terminal status with actual service deman, with the ultimate goal of aligning operational performance more closely with user needs and expectations.
Co-Authors . Azmeri, . A.A. Ketut Agung Cahyawan W AA Sudharmawan, AA Abda Abda Abdullah Abdullah Abdullah Abdullah Afrianti, Novia Muja Afrini, Ida Mardhiah Afrizal Tanjung Afsar, Muhammad Ali Agus Mandar Agus, Suci Tiara Agusti, Dinda Roanna Ahmad Rifai Ahmad, Alianisa Aidil Fitriansyah Aikon Noor, A. Hariri Albert Sulaiman Alchamdani Alfa Taras Bulba Alfajri, Alfajri Alfiansyah Yulianur BC Alhuda, Nafisah Alifariki, La Ode Alpina, Miranti Alwi, Ahmad Amaliah, Nur Syafitri Aminuyati Andrikasmi, Sukamarriko Andrina, Hanifaturrahmi Andriyani, Elfi Anni Zahara Putri Ansyar, May Nurmiati Anugrah, Padil Apriani, Rini Apriliani, Mumut Apriyanto, Apriyanto Aras Mulyadi Arifudin arifudin Arimaswti Arimaswati Aris, Pajri Armanda, Armanda Arniati, Dina Arta, Fandi Handika Astawa, Kadek Wiana Atika Atika Aulia, Dinda Badia, Esti Bahrul, Hartina Bambang Bambang Basiluddin, Fadhlan Bintal Amin Butarbutar, Yesenia Nancy Olivia Chasanah, Iimmatul Chatarina Umbul Wahyuni Claudya, Sonia Glory Cut Dwi Refika, Cut Dwi Cut Zukhrina Oktaviani Darwis, Darnita Dasopang, Ahyin Bilhuda Dessy Yoswaty Dewi , Novia Dian Berkah Dian Pratiwi Djaimi Bakce Efriyeldi, Efriyeldi Eldina Fatimah Elizal, Elizal Ella Meilianda Elsa Eka Putri Emilda Firdaus Emmi Bujawati Erwin Azizi Jayadipraja, Erwin Azizi Fachrurrazi Fachrurrazi Fachrurrazi Fachrurrazi Fachrurrazi Fachrurrazi Fadhila, Mahdia Fadhliyah Malik Fahira, Adhita Fiky Fahrur Rozi Fandi Handika Arta Fathurrahman, Febri Fauzy, Saifudin Fildayanti, Nunung Firdayana, Sunita Fitiansyah, Aidil Fitrawan, La Ode Muhammad Fitri Sari, Fitri Fitri, Devi Yulia FITRIA, NOVI Galuh Nashrulloh Kartika Mayangsari Rofam Gareca, Marcelo Gisya, Gina Gita Purnama Sari, Gita Purnama Gunawan Mahara Habibullah, Ridwan Hade Mulyadi Hafizhah, Hafizhah Haiqal, Muhammad Rafi Halid, Nur Hatidjah Awaliyah Halik, Halik Hanies Ambarsari Haofu, La Ode Muhammad Hidayat Harianja, Ronitua Saut Marito Hariri Aikon Noor, A. Haryati Haryati Hasanah, Nur Uswatun Hasanuddin, Silviana Hasnawati Hasnawati Hawari, Naufal Hayati, Siti Hilman, Seprian Humairah, Aqiilah Tun Humayra, Siti Ibdayanti, Dinda Rizka Iin Shabrina Hilal Ilham Ilahi Ilyas Y, Muhammad Ilyas Y., Muhammad Ilyas Y., Muhammad - imadduddin, Imadduddin Indalifiany, Astrid Indri Wulandari, Indri Irham, Rais Tamim Irma Irma Irmawati Irmawati Irnawati Irnawati Irvina Nurachmi Irwan Irwan Istiqamah, Aribatul Jabbar, Asriullah Jahwara, Ibnu Habib Jamahari, Jamahari Jannah, Khairul Jufri, Dwi Arini Juwita Juwita, Juwita Juwita, Diana Kana, Febrina Karimu, Laila Qodriyah Kasmira, Febriyanti Kesuma, Putra Aulia Khairunnisa, Nisrina Khairurrizal, Muhammad Koting, Suhana Kurniati Kurniati kusnan, adius Lasaima, Hasyiatul Rahmi Ledy Diana Lili Tanti Lingga, Erwin Lisar, Angelina Livi, Aldisa Sipti Lubis, Abdillah M Nasir M. Farid Akbar Elzam Maatitawaer, Natasya Debora C Made Bayu Anggara, I Mahara, Gunawan Mahmuddin Mahmuddin Mahmuddin Mahmuddin Mahmuddin, Mahmuddin - Maksum, Abd Khanan Malina, Rachma Manik, Pilipus Fiter Mariatul Kiftiah Mastura, Cut Annisa Widya Sari Mauladea, Faiza Maulana, Fariz Maulanda, Irfan Maulina, Febriyanti Mayang Sari Medyan Riza Mega Fatimah Rosana Mega Yunita Mei Fita Asri Untari Melas, Febi Betania Merian, Rena Dian Metananda, Arya Arismaya Misnah, Siti Muhammad Andika Prakarsa Muhammad Ilyas Muhammad Isya Muhammad JAMIL Muhammad Wahyudi Muhammad Zainal Abidin Muhtadeebillah, Hussein Al Mukmin Mukmin Munasari, Dian musfichin, musfichin Muslifah, Wa Ode Musrifin Galib Musrifin Ghalib Mustaqim Mustaqim, Mustaqim Mustikawati, Wa Ode Ifan Naari, Asnarwaty Nabilla, Lulu Nabilla, Lulu Mayna Nadeak, Paulinus Nainggolan, Robby Nasrudin Neni Hermita Ningsi, Nadila Puspita Ningsih, Aprilia Surya Ningsih, Erni Septia Nirwati, Andi Nisa, Wahdatun Noprianda, Renza Novia Dewi Novriadi, Yoga Nur Azizah NUR FADILAH Nur Hikmah Nur Illiyyin Akib Nurhadi Hodijah Nurhikma, Nurhikma Nurman Said Nursyirwani, Nursyirwani Nurul Malahayati Nurul Malahayati Nurul Qomar Nuryadin, Nuryadin Ofirma, Farhat Okwani, Yustian Pahmiah, Pahmiah Pasaribu, Parlin S Pascayantri, Asniar Pinta Sari Pradana, Hangga Prakarsa, Muhammad Andika Prayitno, Betari Erlinda Priliyani, Chetrin Puspita, Devi Putra, Agus Kuniawan Putri, Anastasyah Qur’ani, Qur’ani R, Nurcahyani Pratiwi Radiyah, Isna Rahayu, Faulia Fajar Rahmadani Rahmadani Rahman Rahman RAHMAT MULIADI, RAHMAT Rahmat, Aan Nur Rahmawati, Rahmawati Rahmawati, Riski Rajani, M Ramadhan, Alif Ridho Ramadhan, Fauzi Ramadhani, Afifah Nur Rambe, Pahala Roy rangki, la Ranti, Putri Rasak, Adriatman Rauhun, Umi Razak, Adriatman Reja Pahlevie, Ricky Ridwan Manda Putra Rifaldi Rifaldi, Rifaldi Rifardi Rifa’atul Mahmudah Rika Rosnelly, Rika Riswadi Riswadi, Riswadi Rizky Triananda Rosmeydar, Rosmeydar Rusli, M Rusli, Nirwati Ruslin, Ruslin S, Gunawan Sadarang, Rimawati Aulia Insani Safitri, Risti Ananda Said Fachreza Saida, Saida Saidi, Suid Saidy, Emily Nur Saiful Husin Saiful Husin Sakti Hutabarat Salem, Sri Rahayu Sali, Muhammad Salsabilla, Nur Saidah Saltar, Laode Saputri, Desmy Elviyanti Dwi Sari, Indah Nurcahaya Satyawira, Immanuel Grahan Deyon Sejati, Muhammad Imam Setiawan, Laode Wawan Seven, Diko Alafchan Shanty Komalasari, Shanty Sheptian, Zetvi Shorea Khaswarina Sida, Nurramadhani A. Sihani, Nur Aviarahma Sinaga, Ogesnain Sinaga, Rugun Sipahutar, Alan Nuari Siti Nurjanah Sitorus, Gideon Dody Tama Situmorang, Ally Wibowo Sofia Anita Sofyan H. Siregar Sofyan Husein Siregar Solo, Dian Munasari Sriwanita, Capra Sudia, Nurfadillah Suhadi Suhadi Sukfitrianty Syahrir Sukmadi, Arfiyan Sukurni, Sukurni Sulsiah, Sulsiah Surawardi Surawardi, Surawardi Suria, Yuyun Suryani Suryani Susanto, Agus Silfia Susanty, Sri Susanty, Sry Sutikno, Sigit Syafruddin Nasution SYAIFUL BAHRI Syaiful Hadi Syarif Hidayatullah Syarif, Wilman Syarifuddin Syarifuddin Tanjung, Doli Juni Setia Tengku Nurhidayah Thamrin Thamrin Tri Yolanda Ariska Tripoli Tripoli Ulfa Ulfa Ullatif, M.Taufik Ulva, Sitti Marya Umi Latifah Vikri, Ahmad Vivi Oktaviani Wahyu Ramadhan wahyuni wahyuni Wally, Sumi Wardi, Roni Wati, Reza Ambar Wawan Gunawan Widuri, Falsabila Y, Muhammad Ilyas Yani, Reny Fitri Yasmin, Siti Zalika Yonathan, Yonathan Yuldiati, Memi Yulia Hairina Yulia Hayati Yunia Shofiasti Yusmini, Yusmini Yusni Ikhwan Siregar Yusria Darma Zahra, Nurul zen Amrullah, zen Ziana, Ziana Zulfahnur, Zulfahnur Zulhamid Ridho Zulkarnain Zulkifli Halid Zulkifli Zulkifli Zulkifli, Munirah