Model of Port Management to improve the Service Quality for Passengers

Adenanthera, Lesmana Dewa and Izza, Mafruhah and Nugroho, S.B. MARIA and Mudjahirin, Thohir and Indah, Susilowati Model of Port Management to improve the Service Quality for Passengers. Journal of Management Systems, 20 (173). ISSN 2668-4861

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QAS_Vol.20_No.173_Dec.2019 Adenanthera L. DEWA_Model of Port Management to Improve the Service Quality for Passengers.pdf

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This research aims are to analyze the demand for service quality by analyzing the relationship among actors in the port and the port management model to create excellent service for passengers. This research was conducted in Tanjung Emas Port in Semarang, one of the biggest seaports in Indonesia. The actors involved in the port management consist of port management, port filed officer, entrepreneur, ticket agent and passengers. The method used is the sequential mixed method, which combines qualitative and quantitative methods in sequence. Furthermore, the data analysis was done by using the software of atlas.ti, combined with stakeholder analysis and triangle analysis with in-depth interview and Focus Group Discussion (FGD). The results show that the some aspects obtain more concern from respondents about improving port quality such as port eligibility, facilities and comfortability, accessibility, and port security. Keywords: port management; stakeholder analysis; service quality

Item Type: Article
Subjects: Jurnal Internasional Bereputasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 16 Jun 2020 02:57
Last Modified: 16 Jun 2020 03:48

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