Assessing the Passenger Satisfaction of Fast Ship Services at Ulee Lheue Port - Balohan Route in Aceh Province: A Customer Satisfaction Index (CSI) Analysis

Vitaria Rahmatika Sibarani; Muhammad Fauzi; Renni Anggraini

doi:10.56225/ijgoia.v3i1.269

Authors

Vitaria Rahmatika Sibarani Master Program in Civil Engineering, Faculty of Engineering, Universitas Syiah Kuala, Kopelma Darussalam, Kec. Syiah Kuala, Kota Banda Aceh, Aceh 23111, Indonesia
Muhammad Fauzi Master Program in Civil Engineering, Faculty of Engineering, Universitas Syiah Kuala, Kopelma Darussalam, Kec. Syiah Kuala, Kota Banda Aceh, Aceh 23111, Indonesia
Renni Anggraini Master Program in Civil Engineering, Faculty of Engineering, Universitas Syiah Kuala, Kopelma Darussalam, Kec. Syiah Kuala, Kota Banda Aceh, Aceh 23111, Indonesia

DOI:

https://doi.org/10.56225/ijgoia.v3i1.269

Keywords:

Passenger Satisfaction, Fast Ship Services, Customer Satisfaction Index, Ulee Lheue Port

Abstract

The increasing number of passengers travelling from Ulee Lheue Port in Banda Aceh to Balohan Port in Sabang needs to be accompanied by an increase in the performance of the quality of ship services so that passengers feel satisfied. This study evaluated passenger satisfaction levels with fast ship services on the Ulee Lheue Port – Balohan Port route in Aceh Province. This study uses a quantitative approach, and data was collected through questionnaires and analysed using descriptive techniques and the Customer Satisfaction Index (CSI) method. Findings revealed a satisfactory CSI value of 72.85, indicating positive feedback from passengers. Areas for improvement were identified, including facilities for disabled individuals, onboard safety measures, and amenities for breastfeeding mothers. Recommendations were provided to enhance service quality in these areas, ultimately elevating overall passenger satisfaction. The study highlights the importance of addressing these key areas to enhance the passenger experience further and ensure a high level of service quality. By focusing on these aspects, ship managers can work towards improving customer satisfaction and loyalty, ultimately leading to a more prosperous and competitive fast ship service on the Ulee Lheue Port – Balohan Port route in Aceh Province.

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