SIMATUPANG, DEWI ARISKHA and Arianto, Bismar and Putra, Ardi (2024) KUALITAS PELAYANAN PENUMPANG DI PELABUHAN TERMINAL FERRY DOMESTIK SEKUPANG DI KOTA BATAM. S1 thesis, Universitas Maritim Raja Ali Haji.

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Abstract

The problem raised in this study is about the quality of passenger service at the port of the domestic domestic terminal terminary. This study aims to identify areas that can be improved in service at the port, especially in the ticket sector and passenger waiting room. The main purpose of this study is to know how the quality of service is currently at the port. The research method is done by qualitative method with interview to customers, ticket agents and sekatan port saturation (SATKER). Based on the Zeithaml et al,.. (1998), the quality of service quality diagnosing reliability, responsiveness, guarantees, empathy, and physical evidence. Research findings show reliability and timeliness, good need to improve. Employees responds quickly and solvetically, but routine evaluations are required. Employee polite behavior is maintained, maintenance of important facilities, and empathy customers can be improved. Keywords: Quality of Service, Domestic Ferry Terminal Port, Batam City

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