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Qualitative case study reveals critical service quality issues in ferry transportation, suggesting improvements in responsiveness and scheduling.
This study aims to analyze the service quality of ferry transportation services at PT. Dharma Lautan Utama Banjarmasin Branch, focusing on five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Using a qualitative case study approach, data were collected through in-depth interviews with nine key informants, including operational staff, customer service officers, and HR personnel, supported by observation and documentation. Data collection was conducted over five months, from December 2024 to May 2025, capturing service delivery during both routine and peak periods. Thematic analysis was applied to identify strengths and challenges in service performance. Findings reveal that while physical facilities and employee reliability meet customer expectations, delays due to tidal conditions and slow responsiveness during peak hours remain critical issues. The study contributes practical insights for maritime service providers to enhance customer satisfaction through improved scheduling, staff training, and digital communication systems, offering implications for service quality management in Indonesia’s sea transportation sector.
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Asmawatiy et al. (2025) studied this question.
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