A STUDY ON PASSENGER'S SATISFACTION TOWARD SERVICES AND FACILITIES PROVIDED BY FERRY COMPANY AT JETTY TERMINAL MERSING JOHOR

Abstract

According to the development of the transport industry, the concept of quality has become apparent. In this paper, I analyze the quality of ferry transport services in terms of facilities and service that is given is given by the ferry and the jetty. Data taken from the passenger ferry jetty while in Mersing, Johor. This questionnaire consists of questions that ask passengers about demographics and information about services and facilities provided. Also there is a part in the questionnaire about the expectations and assessments of quality of services and facilities and the ferry jetty. This study aims to provide company to assess the quality of passenger service by them, to know whether the ferry and jetty in Mersing Johor provide facilities and services that meet the needs and passenger satisfaction.