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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.
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 Agus, Suci Tiara Agusti, Dinda Roanna Ahmad Rifai Ahmad, Alianisa Aidil Fitriansyah 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 Apriani, Rini Apriliani, Mumut Apriyanto, Apriyanto Aras Mulyadi Arfan Arfan Arifudin arifudin Arimaswti Arimaswati Aris, Pajri Armanda, Armanda Arniati, Dina Arta, Fandi Handika Astawa, Kadek Wiana Aulia Kesuma, Putra 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 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 Fildayanti, Nunung Firdayana, Sunita Fitiansyah, Aidil Fitrawan, La Ode Muhammad Fitri, Devi Yulia Gisya, Gina Gita Purnama Sari, Gita Purnama Gunawan Mahara Habibullah, Ridwan Hade Mulyadi Hafizhah, Hafizhah Haiqal, Muhammad Rafi Hajri, Waode Syahrani Halid, Nur Hatidjah Awaliyah Halik, Halik Hanies Ambarsari Haofu, La Ode Muhammad Hidayat Harianja, Ronitua Saut Marito Haryati Haryati Hasanah, Nur Uswatun Hasanuddin, Silviana 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 Jabbar, Asriullah Jahwara, Ibnu Habib Jufri, Dwi Arini Juwita, Diana Kana, Febrina Kasmira, Febriyanti Khairunnisa, Nisrina Koting, Suhana Kurniati Kurniati kusnan, adius Lasaima, Hasyiatul Rahmi Lingga, Erwin Livi, Aldisa Sipti Lubis, Abdillah M. 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