Improving service excellence on passenger ships in Indonesia

Adenanthera, Lesmana Dewa and Izza, Mafruhah and Nugroho, S.B. MARIA and Mudjahirin, Thohir and Indah, Susilowati (2019) Improving service excellence on passenger ships in Indonesia. IMPROVING SERVICE EXCELLENCE ON PASSENGER SHIPS IN INDONESIA, 12 (2). pp. 130-145. ISSN 1742-7541

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Abstract

This study aims to (1) analyse ship passengers' profiles and their perceptions of service excellence from sea transportation services; (2) analyse the efficiency of passenger ship routes; (3) measure willingness to accept of ship passengers.This research uses sequential mixed methods with ATLAS.ti, Data Envelopment Analysis (DEA), and Willingness to Accept (WTA) as the analytical instruments. The results show that the majority of ship passengers were from low economic groups, who chose sea transportation for its convenience and facilities. DEA calculations show that 6 ship routes were efficient while the other 14 routes were inefficient. WTA of multimodal users reached 14.3%.It can be concluded that the improvement of service excellence for ship passengers is highly dependent on passenger profiles, ship service and facilities, ship efficiency and affordable ticket prices. Keywords: service excellence, sea transportation, WTA, DEA, ATLAS.ti

Item Type:	Article
Subjects:	Jurnal Internasional Bereputasi
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	16 Jun 2020 03:47
Last Modified:	16 Jun 2020 03:47
URI:	http://repository.unimar-amni.ac.id/id/eprint/2441

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