An Analysis the Service Level of Ternate – Bitung Ferry Route

Civil Engineering Department, Faculty of Engineering, Universitas Khairun, Ternate, North Maluku

^* Corresponding author: raudhahakim@ymail.com

Abstract

Data analysis in this study was carried out using the Importance Performance Analysis (IPA) analysis method. Importance Performance Analysis (IPA) is used to map the relationship between service (importance) and performance (performance) of each service attribute according to the assessment/perception of passengers on the Ternate – Bitung Ferry. The level of service of the Ternate-Bitung Sea transportation mode using the Importance Performance Analysis (IPA) method is obtained by variables that have high importance/expectations, but performance/reality is quite good. Services that are considered good include: Information services and Ferry Rates, Convenience of seating on the Ferry, Lighting at night, Availability of departure/arrival schedules, Appropriate/not rate rates. While the variables that are considered less important by passengers, but whose performance is good so that passengers think that the performance is excessive, namely: Strict action by officers for those who violate, Places for storing goods, Availability of compass/GPS navigation tools, Availability of life jackets/life jackets, Availability of first aid kits, Availability of radio equipment, Availability of distress signals.