“IDENTIFIKASI KEPUASAN PENUMPANG KAPAL MOTOR EXPRESS BAHARI RUTE GRESIK – PULAU BAWEAN”

ALAM, SAIFUL (2007) “IDENTIFIKASI KEPUASAN PENUMPANG KAPAL MOTOR EXPRESS BAHARI RUTE GRESIK – PULAU BAWEAN”. Other thesis, University of Muhammadiyah Malang.

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Abstract

Keywords: Service Quality, Customer Satisfaction, Importance Performance Analysis (IPA). This study was a descriptive study using survey method in motor boats Bahari Express Route Gresik - Bawean Island. The purpose of this study was to determine the level of satisfaction with passenger motor ship Express Sea in terms of compatibility between the interests of passengers with a performance level that has been done by the manager of the motor vessel Sea Express. The analytical tool used in this research is Importance Performance Analysis (IPA), or the level of importance and performance analysis to determine the level of customer satisfaction. In addition, this method can be used to indicate rank and the ranking of service quality indicators of service quality variables by comparing the level of consumer interest and corporate performance. Based on the calculation and analysis of interest rate expectations, can be considered that of the 23 items used to measure service quality motor boats Express Bahari, there was only one item that has a satisfaction rate of 100%, that is discriminatory ticket pricing (discounts) for students or children (item 22), meaning that consumers are satisfied with this one item, while other items below the level of conformity of satisfaction, which means consumers are not satisfied. Results from mapping diagram Cartesians, it appears the items that were included in the A quadrant (high importance and low performance), namely the suitability of passenger vessels with a capacity that has been determined quotanya (item 16), with an average rating of 4.47 and interests average value of 2.68 performance, schedule consistent operation of the ship (no change), the items to-18 with an average rating of 4.48 and the value of the interests of the average performance of 1.75, the company's willingness to listen to complaints or suggestions from the users of services (item 19), with an average rating of 4.46 and the interests of the average value of 3.21 performance, ease of getting tickets ship (item 20), with an average rating of 4.48 and interests average value of 3.36 performance. These items have an average rating of performance under an objective assessment of 3.67 and the average interest on a 4.41 objective. In quadrant B (high importance and performance and high), the items that were included in it is an interesting ship design (item 1), with an average rating of 4.44 and the value of the interests of the average performance of 4.14, the employee / ABK (Ship's Men) which neatly uniformed (item 5), with an average rating of 4.47 and the interests of the average value of 4.14 performance, comfort while on board (item 6), with an average value of interest 4.48 and the average performance of 3.87, the accuracy of the departure time (item 7), with an average rating of 4.41 and the value of the interests of the average performance of 4.12, reached their destination on time (item 9) , with an average rating of 4.37 and the value of the interests of the average performance of 3.83, the alertness of employees / crew in handling the problem or problems that arise (item 11), with an average rating of 4.48 and the interests of the average value 3.98 performance, feeling safe during the trip (item 15), with an average rating of 4.45 and the value of the interests of the average performance of 3.89, the departure time of repesentatif (according to the interests of passengers, not too early or late) ( item 23), with an average rating of 4.49 and the value of the interests of the average performance of 4.47. These items have an average value of performance above the 3.67 objective, while the average assessment of the interests of the upper limit of 4.41 objective. In quadrant C (low interest rates and high performance), the items that were included in it is the willingness of employees / crew helped the passengers (item 10), with an average rating of 4.37 and the value of the interests of the average performance of 3.16 , socialization ship schedule changes at any time if there is a change (item 14), with an average rating of 4.29 and the value of the interests of the average performance of 2.28, ticket prices are determined in accordance with the economic level of the majority of passengers (item 21), with an average rating of 4.36 and the value of the interests of the average performance of 3.06, these items have an average rating of performance under an objective limit value of 3.67 and an average rating below the objective interest of 4.41 . As for the items that belong to the D quadrant (low importance and high performance) is a comfortable passenger seat (item 2), with an average rating of 4.32 interest and the average performance of 4.13, a bathroom net (item 3), with an average rating of 4.36 and the interests of the average value of 3.69 performance, means of entertainment (home theater), an attractive (item 4), with an average rating of 4.36 and the average score of interest average performance of 4.21, the duration of the trip is so efficient / Short (item 8), with an average rating of 4.29 and the value of the interests of the average performance of 3.92, the employees / crew are being friendly or polite (item 13) , with an average rating of 4.37 and the value of the interests of the average performance of 3.76, the engines were used would be sufficient (item 17), with an average rating of 4.35 and the value of the interests of the average performance of 4.02 , the policy of discriminatory ticket pricing (discounts) for students or children (item 22), with an average rating of 4.33 and the interests of the average value of 4.33 performance as well. These items have an average performance above the objective assessment of the value of 3.67 and an average interest of 4.41 below the objective

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 01 May 2012 04:17
Last Modified: 01 May 2012 04:17
URI: http://eprints.umm.ac.id/id/eprint/3551

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