Evaluation of the level of service users for the Ketapang–Gilimanuk Ferry Service during the Covid-19 Pandemic Using the Customer Satisfaction Index and Importance Performance Analysis

Dyon Setio Utomo; Henri Siswanto; Bambang Supriyanto

doi:10.33366/rekabuana.v7i2.3971

Evaluation of the level of service users for the Ketapang–Gilimanuk Ferry Service during the Covid-19 Pandemic Using the Customer Satisfaction Index and Importance Performance Analysis

Dyon Setio Utomo, Henri Siswanto, Bambang Supriyanto

Abstract

The Indonesian government has established a policy of limiting community mobilization to prevent the spread of Covid-19. This policy decreased the number of public transport passengers, including a decrease in ferry passengers crossing Ketapang-Gilimanuk. The study assesses user satisfaction with the Ketapang-Gilimanuk ferry service during the Covid-19 pandemic. The analysis methods are the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results obtained a CSI value of 75.12%, indicating that ferry service users are generally 'satisfied' with the quality of service provided. The attributes that need to be evaluated and improved based on the IPA analysis are available life jackets, first aid kits, lifeboats, security officers, complaint number information, trash bins, toilets, and air circulation facilities.

ABSTRAK

Pemerintah Indonesia telah menetapkan kebijakan pembatasan mobilisasi masyarakat untuk mencegah penyebaran Covid-19. Kebijakan ini berdampak pada penurunan jumlah penumpang transportasi umum, termasuk penurunan penumpang kapal feri penyebrangan Ketapang–Gilimanuk. Tujuan penelitian ini untuk menganalisis tingkat kepuasan penumpang terhadap pelayanan pada kapal penyeberangan rute Ketapang–Gilimanuk pada saat pandemi Covid-19. Analisis dalam penelitian ini menggunakan metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI). Temuan yang diperoleh pada penelitian adalah nilai CSI yaitu 75,12%, ini mempunyai makna bahwa penumpang jasa kapal penyeberangan umumnya ‘puas’ terhadap pelayanan yang diberikan. Beberapa atribut perlu dievaluasi dan diperbaiki berdasarkan analisis IPA, yaitu: tersedia jaket keselamatan, tersedia perlengkapan P3K, tersedia sekoci, tersedia petugas keamanan, tersedia informasi nomor pengaduan, tersedia tempat sampah, tersedia toilet, dan tersedia fasilitas sirkulasi udara.

Keywords

customer satisfaction index; ferry; user satisfaction

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DOI: https://doi.org/10.33366/rekabuana.v7i2.3971

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