Assessment of Service Quality of Sinabang Ferry Port Based on Sinabang - Calang Route Users’ Perception
DOI:
https://doi.org/10.70028/dcea.v3i1.72Keywords:
Ferry Port, Service Level, User Satisfaction, Importance Performance Analysis, Underdeveloped AreasAbstract
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.
Downloads
References
Transportation Information Dashboard for Sea, Air and Land Transportation Modes e-Manifest, Dishub Aceh, 2025. [Online]. Available: https://dishub.acehprov.go.id/e-manifes/
S. Muhajir, Y. Sugiarto, and Y. Darma, “Kualitas Pelayanan Pelabuhan Penyeberangan Ulee Lheue Berdasarkan Kriteria Kinerja Pelabuhan” J. Civ. Eng. Plan. Arch., vol. 5, no. 3, pp. 149–159, 2022, doi: http://dx.doi.org/10.24815/jarsp.v5i3.25978
President of the Republic of Indonesia, Law of the Republic of Indonesia Number 23 of 2014 Concerning Regional Government, Jakarta, 2014.
New Pier at Sinabang Port Facilitates Ship Operations, Dishub Aceh, 2025. [Online]. Available: https://dishub.acehprov.go.id/2023/03/06/dermaga-baru-pelabuhan-sinabang-permudah-operasional-kapal/
Ministry of Transportation, Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 39 of 2015 Concerning Passenger Service Standards for Ferry Transportation, Jakarta, 2015.
A. Anggelina, A. Brown, and J. Zain, “The Fishermen’s Satisfaction Level with the Provision of Fishing Supplies at the Bungus Ocean Fisheries Port (PPS),” Kurau (J. Trop. Fish. Mar.), vol. 1, no. 1, 2025.
S. Sabaruddin et al., “Implementation of Importance Performance Analysis method for passenger service performance at Bastiong Ferry Port, North Maluku,” J. Transportasi, vol. 14, no. 2, pp. 45–54, 2022, doi: http://dx.doi.org/10.55927/eajmr.v4i2.30
A. Suryawan et al., “Analisis kinerja layanan penumpang di Pelabuhan Penyeberangan Bau-Bau dengan pendekatan Importance Performance Analysis,” J. Manaj. Transp. Logist., vol. 11, no. 1, pp. 88–97, 2024, doi: http://dx.doi.org/10.54082/jupin.809
M. Pattiasina et al., “Analisis kualitas pelayanan di Pelabuhan Penyeberangan Waai menggunakan metode IPA,” J. Tek. Sipil Transp., vol. 9, no. 2, pp. 101–112, 2023.
R. Daga et al., “Technical review of passenger service at Seba Ferry Port, Sabu Raijua Regency, using Importance Performance Analysis and Customer Satisfaction Index,” in Proc. Semin. Nas. Inov. Transp., vol. 5, no. 1, pp. 55–63, 2022.
Y. Mahardika et al., “Passenger satisfaction analysis of service in Port Passenger Terminal Gresik using Importance Performance Analysis,” in EAI Proc., vol. 6, no. 3, pp. 230–238, 2021.
R. Nurhayati et al., “Analisis kepuasan pengguna jasa di Pelabuhan Penyeberangan Mintin menggunakan metode Importance Performance Analysis,” J. Rekayasa Sipil, vol. 12, no. 1, pp. 77–85, 2020.
M. Abdullah et al., “CSI and IPA analysis of Speed Rum Harbor services in Tidore Island City,” J. Transp. Laut, vol. 7, no. 2, pp. 64–72, 2021.
S. Ramadhan, Y. Sugiarto, and Y. Darma, “Analysis of user satisfaction on vehicle services at Ulee Lheue Ferry Port,” J. Civ. Eng. Student, vol. 5, no. 1, pp. 148–154, 2023.
M. F. Almaliki, L. O. M. N. Arsyad, A. A. Putra, T. S. Soeparyanto, Hado, E. W. Prasetyo, and M. Satyadharma, “Analisis Kinerja Layanan Penumpang di Pelabuhan Penyeberangan Bau-Bau dengan Pendekatan Importance-Performance Analysis dan Customer Satisfaction Index,” J. Innov. Res. (JUPIN), vol. 4, no. 4, pp. 2147–2158, 2024, doi: http://dx.doi.org/10.54082/jupin.809
R. Likert, “A technique for the measurement of attitudes,” Arch. Psychol., vol. 140, pp. 1–55, 1932.
H. N. Boone and D. A. Boone, “Analyzing Likert data,” J. Ext., vol. 50, no. 2, pp. 1–5, 2012.
A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” J. Retail., vol. 64, no. 1, pp. 12–40, 1988.
S. Muhajir, Analysis of service quality at Ulee Lheue Ferry Port based on port performance criteria and user satisfaction, Thesis, Syiah Kuala University, 2022.
N. B. Puspitasari, H. Suliantoro, and L. Kusumawardhani, “Analisis Kualitas Pelayanan Dengan Menggunakan Integrasi Importance Performance Analysis (Ipa) Dan Model Kano (Studi Kasus Di Pt. Perusahaan Air Minum Lyonnaise Jaya Jakarta)” J@TI Undip, vol. 5, no. 3, 2010, doi: http://dx.doi.org/10.12777/jati.5.3.185-198
H. Winarno and T. Absor, “Analisis Kualitas Pelayanan Dengan Metode Service Quality (Servqual) Dan Importance Performance Analysis (Ipa) Pada PT. Media Purna Engineering” J. Ind. Logist. Manag. (JMIL), vol. 1, no. 2, pp. 146–160, 2017, doi: http://dx.doi.org/10.30988/jmil.v1i2.15
J. Supranto, Measurement of Customer Satisfaction Level to Increase Market Share. Jakarta: Rineka Cipta, 2006.
K. Kitcharoen, “The Importance Performance Analysis of service quality in administrative departments of private universities in Thailand,” ABAC J., vol. 24, no. 3, pp. 20–46, 2004.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Miranti Alpina, Yusria Darma, Cut Dwi Refika, Mubarak Mubarak, Ahyin Bilhuda Dasopang, Faiza Mauladea, Suhana Koting (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
