Improving service excellence on passenger ships in Indonesia
by Adenanthera L. Dewa; Izza Mafruhah; Nugroho S.B. Maria; Mudjahirin Thohir; Indah Susilowati
International Journal of Trade and Global Markets (IJTGM), Vol. 12, No. 2, 2019

Abstract: This study aims to 1) analyse ship passengers' profiles and their perceptions of service excellence from sea transportation services; 2) analyse the efficiency of passenger ship routes; and 3) measure willingness to accept (WTA) of ship passengers. This research uses sequential mixed methods with ATLAS.ti, data envelopment analysis (DEA) and WTA as the analytical instruments. The results show that the majority of ship passengers were from low economic groups, who chose sea transportation for their convenience and facilities. DEA calculations show that six ship routes were efficient whereas the other 14 routes were inefficient. WTA of multimodal users reached 14.3%. It can be concluded that the improvement of service excellence for ship passengers is highly dependent on passenger profiles, ship service and facilities, ship efficiency and affordable ticket prices.

Online publication date: Wed, 26-Jun-2019

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