Syaputra, Ade Febriansyah (2025) Pengukuran Kepuasan Pelanggan Terhadap Pelayanan KM Express Bahari Rute Gresik - Bawean Dengan Metode Servqual Dan Importance Performance Analys. JUSTI, 2 (2). pp. 2-3. ISSN 2745-4010
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Abstract
The services provided by marine transportation must meet customer expectations. Because the office does not provide a suggestion box and passengers have never provided complaints and assessments of the services of KM Express Bahari and from ticket sales data for the last 3 months. This study aims to measure the level of customer satisfaction with KM Express Bahari services and provide input on priority improvements for services. The SERVQUAL method reveals significant gaps based on 5 dimensions, while the IPA results show areas that need to be prioritized for improvement. Analysis of the level of passenger satisfaction based on 5 dimensions, it can be seen that the tangibles dimension gets the highest gap with -0.3750 which indicates that passengers are not satisfied with the services provided in real terms
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | SERVQUAL, (IPA), costumer satisfaction |
| Subjects: | Engineering > Industrial Engineering Engineering |
| Divisions: | Faculty of Engineering > Industrial Engineering Study Program |
| Depositing User: | Ade Febriansyah Syaputra |
| Date Deposited: | 10 Apr 2025 03:31 |
| Last Modified: | 10 Apr 2025 03:31 |
| URI: | http://eprints.umg.ac.id/id/eprint/12795 |
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