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All Journal Jurnal Kebijakan dan Administrasi Publik Jurnal Neo Societal Jurnal Manajemen Pelayanan Publik Journal of Governance Kemudi Jurnal Ilmu Administrasi Negara (JUAN) Ideas: Jurnal Pendidikan, Sosial dan Budaya JKAP (Jurnal Kebijakan dan Administrasi Publik) Jurnal Pengabdian Negeri
Alfiandri Alfiandri
Department Of Public Administration, Faculty Of Social And Political Sciences, Universitas Maritim Raja Ali Haji
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Public Health Social Sciences Transportation Other

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Journal : Jurnal Kebijakan dan Administrasi Publik

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Far from Fire: The service delivery quality gap plaguing Indonesian Ports Wayu Eko Yudiatmaja; Alfiandri Alfiandri; Rahmat Hidayat
JKAP (Jurnal Kebijakan dan Administrasi Publik) Vol 21, No 1 (2017): May
Publisher : Magister Administrasi Publik

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (946.48 KB) | DOI: 10.22146/jkap.22713

Abstract

This study analyzes the gap between expected and perceived services by ship passengers at the Sri Bayintan Port, Kijang, Riau Archipelago. The purpose of the paper is to examine the gap between expected and perceived service delivery by ship passengers in the Sri Bayintan Port.  To test the service gap, ServQual variables as postulated in Parasuraman, Zeithaml & Berry (1988) were used. The variables include tangibility, reliability, responsiveness, assurance, and empathy. Data were collected using a sample of 98 passengers, who were chosen at random. Research results showed that there is a significant difference between expected and perceived service delivery among   passengers who use Sri Bayintan port.  In particular, findings of this study showed that passengers were not satisfied with the quality of service delivery they received in Sri Bayintan Port. 
Co-Authors Andrian, Teddy Bambang Irawan Dhani Akbar Edison Edison Eki Darmawan Eko Prasojo Fitri Kurnianingsih Hapsa Hapsa Mahadiansar Mahadiansar Rahmat Hidayat Roy Valiant Salomo Sri Wahyuni Wayu Eko Yudiatmaja