Passenger Terminal Facilities and Service Performance in Maritime Transportation

A Comparative Evaluation of Indonesian Public Ports

Abstract

Passenger terminal facilities directly influence safety, comfort, accessibility, and service reliability at public ports. In Indonesia, evaluation is required by national passenger-service standards, yet evidence from different port classes is rarely analyzed within one consistent framework. This study evaluates the performance of passenger terminal facilities and services at Tanjung Perak Surabaya, Tanjung Emas Semarang, Benoa Bali, and Lembar Lombok. A mixed-method evaluation was conducted from January to September 2024 using passenger questionnaires, facility checklists, field observation, interviews, focus group discussions, and documentation. Four hundred passengers were surveyed, with 100 respondents at each port. Forty-one indicators were organized into six dimensions: safety, security and order, reliability/regularity, comfort, convenience, and equality. Data were analyzed using Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA), and Quality Function Deployment (QFD). All dimensions showed acceptable reliability, with Cronbach's alpha values ranging from 0.62 to 0.95. CSI values ranged from 80% to 88%, with an overall mean of approximately 84.8%. Although overall satisfaction was high, IPA identified distinct priority problems at each port, including emergency and health facilities, CCTV and parking, flood-response equipment, schedule reliability, toilets, complaint services, public transport, terminal layout, and free Wi-Fi. QFD further translated passenger needs into technical improvement priorities. The contribution of this study is a comparative, regulation-based evaluation across four port classes using a common indicator framework and integrated prioritization methods. The findings show that high aggregate satisfaction should not replace attribute-level diagnosis when planning facility improvements.