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Kolianan, Jim Briand
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KUALITAS PELAYANAN PENUMPANG PT. ASDP INDONESIA FERRY (PERSERO) CABANG KUPANG Thomy Brandon Herson Welkis; Nursalam; Jim Briand Kolianan
Ar-Rasyid: Jurnal Publikasi Penelitian Ilmiah Vol. 1 No. 6 (2025): Ar-Rasyid: Jurnal Publikasi Penelitian Ilmiah (Bulan Desember 2025)
Publisher : PT. Saha Kreasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64788/ar-rasyid.v1i6.198

Abstract

This study aims to analyze and evaluate the quality of service delivery provided by PT. ASDP Indonesia Ferry (Persero) Kupang Branch at the Bolok Ferry Terminal, focusing on the five SERVQUAL dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The findings indicate that the overall service quality has not yet reached an optimal level. The Tangible dimension reveals limitations in waiting-room facilities, particularly the insufficient availability of seating and ventilation equipment such as fans. The Reliability dimension is affected by inconsistencies in departure schedules, with frequent delays ranging from one to four hours. Meanwhile, although the Assurance dimension in terms of passenger safety is generally adequate, the practice of overcapacity loading on vessels poses potential risks to passenger comfort and safety. This study recommends improvements in time management, vessel capacity control, and physical facilities at the terminal in order to enhance overall service quality. The research employs a qualitative approach, with data collected through interviews, observations, and documentation.
Co-Authors Adam, Cataryn Vlantyna Alfred Omri Ena Mau Ansiana Gele Wae Belandina L Long Bire Manoe, Lenny Sofia Christy Gery Buyang David B.W. Pandie Fallo, Adriana Rodina Gero, Helga Maria Evarista Hyasintus Alexandro Da Silva I Putu Yoga Bumi Pradana Ibiruni, William Juannita Paulo Cicilia Da Cruz Larensius P. Sayrani Laurensius P. Sayrani Lenny Tamunu Liliweri, Aloysius Made Dewi Sariyani Mariayani Oktafiana Rene Meka, Christine Erika neolaka, grace Nursalam Olviana, Tomycho Selly, Astrid Nikita Tedju Hinga, Indriati Andolita Thomy Brandon Herson Welkis Yuliana Devita Jemia