Open AccessFar from Fire: The service delivery quality gap plaguing Indonesian Ports
Author(s) -
Wayu Eko Yudiatmaja,
Alfiandri Alfiandri,
Rahmat Hidayat
Publication year - 2017
Publication title -
jkap (jurnal kebijakan dan administrasi publik)/jkap. jurnal kebijakan dan administrasi publik
Language(s) - English
Resource type - Journals
eISSN - 2477-4693
pISSN - 0852-9213
DOI - 10.22146/jkap.22713
Subject(s) - servqual , service quality , port (circuit theory) , service (business) , reliability (semiconductor) , sample (material) , service delivery framework , business , transport engineering , operations management , psychology , engineering , marketing , electrical engineering , power (physics) , chemistry , physics , chromatography , quantum mechanics
This study analyzes the gap between expected and perceived services by ship passengers at the Sri Bayintan Port, Kijang, Riau Archipelago. The purpose of the paper is to examine the gap between expected and perceived service delivery by ship passengers in the Sri Bayintan Port. To test the service gap, ServQual variables as postulated in Parasuraman, Zeithaml & Berry (1988) were used. The variables include tangibility, reliability, responsiveness, assurance, and empathy. Data were collected using a sample of 98 passengers, who were chosen at random. Research results showed that there is a significant difference between expected and perceived service delivery among passengers who use Sri Bayintan port. In particular, findings of this study showed that passengers were not satisfied with the quality of service delivery they received in Sri Bayintan Port.