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Contact Name
Raden Muhamad Firzatullah
Contact Email
firza.bogor@gmail.com
Phone
+6282125664824
Journal Mail Official
firza.bogor@gmail.com
Editorial Address
Jl. Sabar Jaya No.116, Mariana, Kec. Banyuasin I, Kab. Banyuasin, Sumatera Selatan 30962
Location
Kab. banyuasin,
Sumatera selatan
INDONESIA
IWJ : Inland Waterways Journal
ISSN : 27233642     EISSN : 27233642     DOI : https://doi.org/10.54249/iwj
Core Subject : Engineering,
Inland Waterways Journal (IWJ) is a journal which handled by Inland Water and Ferries Transport Polytechnic of Palembang (Poltektrans SDP Palembang) of record for the towing and barge industry on the inland waterways of the Palembang, Indonesia chiefly the watershed of the Musi River and its tributaries and the Gulf Intracoastal Waterway. Our customers are the barge companies, ports, terminals, fleets, shipyards, refuelers, shippers, suppliers and marine contractors that form the inland waterways transportation industry. Inland Waterways Journal (IWJ) periodically publish two (2) times in April and October. The publication’s wide-ranging news articles provide a window into the people and technology behind a thriving major sector of water and ferries transport in Indonesia especially in Palembang. Topics covered include inland shipyards, lock and dam construction, the Corps of Engineers, dredging news, inland ports and terminals, barge and towboat construction and launches, new technology relating to towboats, and regulations of the Inland Waterways, Environmental Protection Agency, and other federal agencies that affect inland waterways commerce, as well as news about major commodities that travel the waterways, such as grain, coal, steel and fertilizer,etc. Inland Waterways Journal (IWJ) also closely covers the actions of organizations that support waterways interests, including the Waterways Council, the Musi Waterways Operators, National Waterways Conference, Inland Rivers Ports and Terminals, and Transportation Ministry. Editorials in the journal often discuss government regulation as it relates to the rivers and those who use the river for Inland water and ferries transport.
Articles 131 Documents
ANALYSIS OF SERVICE QUALITY ON THE LEVEL OF SERVICE USER SATISFACTION USING THE SERVQUAL METHOD AT THE BAII ISLAND FERRY PORT, BENGKULU PROVINCE Priyono, Broto; Diani, Oktrianti; Satrio, Seto
IWJ : Inland Waterways Journal Vol. 7 No. 2 (2025): Inland Waterways Journal (IWJ:October)
Publisher : Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54249/iwj.v7i2.299

Abstract

ASDP Indonesia Ferry (Persero) Padang Branch, is the manager of the Baai Island – Kahyapu ferry port. Based on the results of field observations, it was found that several services for service users have not been carried out properly, such as not having evacuation route instructions and evacuation gathering points, prayer rooms whose areas are still not clean and prayer equipment is not available, passenger waiting rooms do not have air conditioning which causes hot temperatures in the waiting room. In this study, the method used to analyze existing problems is the Gap Service Quality method to determine the gap between service user perceptions of the quality of service provided by the port and service user expectations of Port services and mapping the Importance Performance Analysis quadrant to determine the attributes that are the main priority in improving the quality of Port services. In the calculation of the Gap Service Quality analysis, the highest Gap value was obtained for services in the tangibles dimension with a value of -2.37 on attribute 7, the reliability dimension with a value of -0.59 on attribute 13, the responsiveness dimension with a value of -0.59 on attribute 18, the assurance dimension with a value of -2.04 on attribute 22, the Empathy dimension with a value of -0.56 on attribute 26, and the average value of the gap for all dimensions was -0.93. So what was obtained from the calculation of the service quality gap showed a negative result <0 which indicated that the service was less than satisfactory. Based on the results of the Importance Performance Analysis quadrant mapping analysis, there were 12 attributes in quadrant I as the main priority for improvement so that the level of service user satisfaction could increase.