Inland Waterways Journal Vol.
99, no.
Month 2099, pp.
11x ISSN: 2723-3642.
DOI: 10.
54249/iwj A 1 EVALUATION OF PASSENGER SERVICE ON KMP.
SENANGIN
ON THE KUALA TUNGKAL Ae DABO SINGKEP LINE Erli PujiantoA.
Febriyanti Himmatul UlyaA.
Muhamad Daffa QodamaA Inland Water Transportation Management Program.
Inland Water and Ferries Transport Polytechnic of Palembang.
Indonesia Article Info Article history:
Received month dd, y Revised month dd, y Accepted month dd, y Keywords:
Service Level of Compliance Passenger Perception ABSTRACT Kuala Tungkal Ferry Port is located in West Tanjung Jabung Regency.
Jambi Province.
Kuala Tungkal Ferry Port has four operating ships:
KMP.
Sembilang.
KMP.
Citra Nusantara.
KMP.
Satria Pratama, and KMP.
Senangin.
KMP.
Senangin is the only ship operating on the Kuala Tungkal Ae Dabo Singkep route.
Several services are not in accordance with regulations and are carried out by ship operators, even though services on board have been regulated by the government to provide a sense of safety and comfort during the crossing.
This study aims to determine the level of conformity of passenger services on KMP Senangin with the current Minimum Service Standards and to determine the level of user satisfaction with KMP Senangin passenger service facilities.
The method used is an analysis of the level of conformity of the Minimum Service Standards for ferry transportation andCustomer Satisfaction Index(CSI)To determine the level of satisfaction of service users with the current passenger service facilities, the analysis and calculations showed that KMP.
Senangin had a level of suitability for passenger services of 4%, and a service user satisfaction score of 64.
This is an open access article under theCC BY-SAlicense.
Corresponding Author Muhammad Daffa Qodama Maritime Studies Program.
Inland Water and Ferries Transport Polytechnic of Palembang 43400 Palembang.
South Sumatra.
Indonesia Email: daff.
qodama@gmail.
BACKGROUND
KMP.
Senangin is a ferry owned by PT.
ASDP Ferry Batam Branch, which serves the Kuala Tungkal Port Ae Dabo Singkep Port route, and only has a trip frequency of two times a week, with trips only twice a week the researcher considers it necessary to evaluate passenger service facilities, because the small number of trips will affect the comfort of passenger service facilities.
Based on the results of a field survey, on KMP Senangin, several passenger services have not met the optimal service standards based on the Minister of Transportation Regulation Number PM 62 of 2019.
The existence of passenger services on the ship that are not available and not optimal, such as passenger seats that have not reached the proper size, dirty and smelly toilets and stairs that are not the size specified can have an impact on passenger satisfaction during the trip.
Therefore, research on minimum service standards on ferry services is crucial to ensure that the services provided not only comply with the regulations set out in PM 62 of 2019 but also improve user satisfaction and This aligns with the government's commitment to improving the quality of public transportation in Indonesia, particularly in the ferry sector.
METHOD
Journal homepage: https://ejournal.
poltektranssdp-palembang.
id/index.
php/iwj A ISSN: 2723-3642 The method used to collect data as reference material for this research is a descriptive quantitative method that uses structured research instruments such as questionnaires and measurement scales to collect data from representative samples.
This study employed three data collection techniques: passenger service observation, documentation, and The total population consisted of 899 passengers on the KMP Senangin.
The population size was determined by the number of passengers departing in March, a time when Eid al-Fitr transportation is common, leading to increased transportation productivity.
Determining the sample uses a random sampling technique where each member of the population has the same opportunity to be selected as a sample.
This study uses the Slovin formula to determine the sample size with a margin of error of 10%.
The method for calculating the sample in this study is as follows:
ycu= ycA 1 ycA.
yce 2 Information:
n= sample size N= population .
umber of passengers in 30 day.
e= significant value .
%) KMP.
Lokongbanua 1 899 .
n = 90 Based on the sample size calculation above, the sample size for KMP Senangin is 90 respondents.
Customer Satisfaction Index(CSI) Customer Satisfaction Index(CSI) is a method used to assess the overall level of user satisfaction by evaluating the performance and importance of the attributes of the product or service to be assessed.
Determining the Mean Importance Score (MIS) MIS is the average of the importance scores of an attribute.
MIS can be calculated using the Ocn MIS =[ i=1 ] Information :
Yi : Importance value of attribute Y to i n : Number of Respondents Determining the Mean Satisfaction Score (MSS) MSS is the average score for the level of satisfaction derived from the service performance perceived by users.
MSS can be calculated using the equation:
Ocn MSS =[ i=1 ] Information :
Xi : Importance value of attribute x to i n : Number of Respondents Calculating Weight Factor (WF) Weight Factoror the weighted factor is the percentage of MIS per indicator to the total MIS of all indicators.
MISi WF : [X100%]Ocp MISi Information :
MISSION = Average value of i-th importance Ocycyycn=1 ycAyaycIycn = total average of interests from i to p Inland Waterways Journal.
Vol.
99, no.
Month 2099: 1-1x
Inland Waterways Journal
ISSN:2723-3642
Calculating Weight Score (WS) Weight scoreor the weighted score is the result of multiplying WF by the average level of satisfaction.
Wsi = WFi X MSS Information :
WFi = Z-weighted factor
Determining the Customer Satisfaction Index (CSI) Oc
WSI
CSI = [X100%] i=1 Information :
Ocycyycn=1 ycOycIya : Total average importance from i to p Table1.
Satisfaction Index Criteria Mark Information 81%-100% Very satisfied 66%-80.
Satisfied 51%-65.
Quite Satisfied 35%-50.
Less satisfied 0%-34.
Not satisfied RESULTS AND DISCUSSION To assess compliance with passenger service standards, there are service indicators that must comply with Minister of Transportation Regulation Number 62 of 2019.
These results have a significant impact on the service passengers receive.
The following are the survey results:
Table2.
Suitability of Passenger Service Conditions Assessment Aspects Score Indicator Information SAFETY ASPECTS Safety and Health facility information Safety facility information must be available and easy for passengers to read.
Safety Facilities Fire extinguisher Sprinkler and smoke detector Life Boat Life jacket Life Raft Lifeboat Evacuation Route Instructions Availability Function Availability Conditions Function Availability Conditions Function Availability Conditions Function Availability Conditions Function Availability Conditions Function Availability Conditions Function Availability Conditions Paper's should be the fewest possible that accurately describeA (First Autho.
A ISSN: 2723-3642 Assessment Aspects Score Indicator Information Evacuation Assembly Point Function Availability Conditions Health Facilities Medical Room Available Availability Bed Available Availability Stretcher Available Availability Not yet Stretcher Chairs Available Availability Medicines Available Availability Oxygen Cylinders Available Availability Not yet First aid kit available Availability Availability SECURITY ASPECTS Security Facilities CCTV available Security officers available Availability Not yet Security breach Availability Not yet Economy passenger space The maximum designed room height is 1.
Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability COMFORT ASPECT Passenger seat is 50 cm wide and 50 cm long There is a sitting area available Air conditioning available TV/Video/Audio Available Inland Waterways Journal.
Vol.
99, no.
Month 2099: 1-1x
Not yet
Inland Waterways Journal
ISSN:2723-3642
Assessment Aspects Score Indicator Information Trash bins available 100% clean area Loudspeakers available Ventilation available Conditions Availability Conditions Availability Conditions Availability Conditions Availability Non-economy passenger space The maximum designed room height is 1.
Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Conditions Availability Seat with armrests Reclining chair with a width of 50 cm and a length of 50 cm Sofa chair with a width of 50 cm and a length of 50 cm Air conditioning/AC available TV available Trash bins available 100% clean area Loudspeakers available Ventilation available Toilet 1 toilet available for 50 people Not yet Not yet Not yet Clean and odorless area Worship Facilities There are ablution places, prayer equipment and carpets available Availability Availability Not yet Air conditioning available Paper's should be the fewest possible that accurately describeA (First Autho.
A ISSN: 2723-3642 Assessment Aspects Score Indicator Information Clean and odorless area Availability Nursing Room Sofa chairs with armrests are Availability Not yet Availability Not yet Light Intensity Location and Availability Air conditioning available Lighting 200-300 lux Kitchen/Canteen/Cafeteria Located in the passenger Using an electric stove Location and Availability Has ventilation Location and Availability Location and Availability Location and Availability Availability Not yet Availability Not yet Area and Condition Ladder Width 100cm Area and Condition Not yet Not Slippery Area and Condition Clean Condition Area and Condition CONVENIENCE/AFFORDABILITY ASPECT Service Information Visual information Sound quality is 20 dB greater than existing noise Regular passenger service facilities Has a room and 1 work desk Regular passenger service facilities There is a safe place for your Alley/Street Provides access in and out EQUALITY ASPECTS Facilities for disabled passengers Inland Waterways Journal.
Vol.
99, no.
Month 2099: 1-1x
Inland Waterways Journal
ISSN:2723-3642
Assessment Aspects Score Indicator Information Mobile ramp available Convenience Wheelchairs available Convenience Priority access available Convenience Toilet access available Convenience There is a special room available for breastfeeding mothers.
Convenience Total Based on the suitability calculations in table 2, the following percentage of suitability is obtained:
KMP.
Happy Ocycyyceycoycaycycaycuycaycu ycycaycuyci ycyceycycycaycn Percentage of Compliance = ycU 100% OcycNycuycycayco yayceycuycnyc ycEyceycoycaycycaycuycaycu Percentage of Compliance = ycU 100% = 77.
The table below is the attributes that are intended for respondents to answer via the distributed Table3.
Questionnaire Question Items Answer
Question
(STP) (TP)
(KP)
(P)
(SP)
Health facilities, medicines and first aid Oxygen cylinder health facility CCTV availability Uniformed and certified security officers Security disturbance information in the form of stickers with telephone numbers and/or SMS for complaint services Spacious seats Chair with foam padded armrests and seat Reclining seat Fan/AC Breastfeeding room facilities Long sofa chair that has a foam-covered Prayer room facilities TV/Video/Audio in the passenger Adequate lighting on board Passenger service facilities to provide ship travel information and complaint reception Paper's should be the fewest possible that accurately describeA (First Autho.
A ISSN: 2723-3642
Question
Passenger baggage facilities Room facilities that have a work desk
Wide alley/road Width and slope of stairs Mobile ramp specifically for passengers with special needs Priority access
Easy access to toilets (STP) (TP) Answer
(KP)
(P)
(SP)
Customer Satisfaction Index (CSI) The following is data regarding the level of satisfaction of service users, which was obtained by collecting responses from respondents regarding statements related to passenger satisfaction and interests.
KMP.
Happy Question No.
Total Mean Importance Score (MIS) 86,0094 Mean Satisfaction Score (MSS) Weight Factors(WF) Weight Score(WS) 3,2085 CSI = [X100%] = 64.
Based on the Customer Satisfaction Index (CSI) formula, the passenger satisfaction rate at KMP Labuhan Haji is 64.
17%, indicating a moderate level of satisfaction.
CONCLUSION
From the analysis results, it was concluded that:
Inland Waterways Journal.
Vol.
99, no.
Month 2099: 1-1x
Inland Waterways Journal
ISSN:2723-3642
Passenger service on KMP Senangin has not met the Passenger Service standards in accordance with the Minister of Transportation Regulation Number 62 of 2019.
The percentage of compliance with passenger service standards on KMP Senangin is 77.
The level of user satisfaction with the service, measured using the Customer Satisfaction Index (CSI) at KMP Senangin, was quite satisfied with 64.
This indicates that service quality has not yet reached its maximum level.
REFERENCE