{"id":"https://openalex.org/W4386934085","doi":"https://doi.org/10.54249/iwtj.v3i1.133","title":"Analysis of Service User Perceptions of Services at the Kuala Tungkal Ferry Port","display_name":"Analysis of Service User Perceptions of Services at the Kuala Tungkal Ferry Port","publication_year":2023,"publication_date":"2023-09-13","ids":{"openalex":"https://openalex.org/W4386934085","doi":"https://doi.org/10.54249/iwtj.v3i1.133"},"language":"en","primary_location":{"id":"doi:10.54249/iwtj.v3i1.133","doi":"https://doi.org/10.54249/iwtj.v3i1.133","is_oa":true,"landing_page_url":"http://dx.doi.org/10.54249/iwtj.v3i1.133","pdf_url":"https://ejournal.poltektranssdp-palembang.ac.id/index.php/iwtj/article/download/133/142","source":{"id":"https://openalex.org/S4387292791","display_name":"IWTJ International Water Transport Journal","issn_l":"2723-3294","issn":["2723-3294"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405273820","host_organization_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","host_organization_lineage":["https://openalex.org/I4405273820"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IWTJ : International Water Transport Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ejournal.poltektranssdp-palembang.ac.id/index.php/iwtj/article/download/133/142","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5004013220","display_name":"Oktrianti Diani","orcid":"https://orcid.org/0000-0001-8814-1665","observed_orcids":["https://orcid.org/0000-0001-8814-1665"]},"institutions":[{"id":"https://openalex.org/I4405273820","display_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","ror":"https://ror.org/00hmfgd68","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405273820"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Oktrianti Diani","raw_affiliation_strings":["Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang","institution_ids":["https://openalex.org/I4405273820"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5040344633","display_name":"Siti Nurlaili Triwahyuni","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405273820","display_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","ror":"https://ror.org/00hmfgd68","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405273820"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Siti Nurlaili Triwahyuni","raw_affiliation_strings":["Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang","institution_ids":["https://openalex.org/I4405273820"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5109640176","display_name":"Rizky Amalia","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405273820","display_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","ror":"https://ror.org/00hmfgd68","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405273820"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Rizky Amalia","raw_affiliation_strings":["Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Transportasi Sungai, Danau dan Penyeberangan Palembang","institution_ids":["https://openalex.org/I4405273820"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4405273820"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"3","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7753999829292297,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7753999829292297,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.11720000207424164,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11223","display_name":"Maritime Ports and Logistics","score":0.040699999779462814,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-user-satisfaction","display_name":"service user satisfaction","score":0.7429999709129333},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.531000018119812},{"id":"https://openalex.org/keywords/gap-analysis","display_name":"gap analysis","score":0.5659999847412109},{"id":"https://openalex.org/keywords/importance-performance-analysis","display_name":"importance-performance analysis","score":0.9470000267028809},{"id":"https://openalex.org/keywords/customer-satisfaction-index","display_name":"customer satisfaction index","score":0.7239999771118164},{"id":"https://openalex.org/keywords/port-infrastructure","display_name":"port infrastructure","score":0.6710000038146973},{"id":"https://openalex.org/keywords/passenger-facilities","display_name":"passenger facilities","score":0.47999998927116394},{"id":"https://openalex.org/keywords/evacuation-instructions","display_name":"evacuation instructions","score":0.34299999475479126}],"concepts":[{"id":"https://openalex.org/C2780505938","wikidata":"https://www.wikidata.org/wiki/Q17093282","display_name":"Unavailability","level":2,"score":0.8152592182159424},{"id":"https://openalex.org/C32802771","wikidata":"https://www.wikidata.org/wiki/Q2443617","display_name":"Port (circuit theory)","level":2,"score":0.6499859690666199},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6011994481086731},{"id":"https://openalex.org/C22212356","wikidata":"https://www.wikidata.org/wiki/Q775325","display_name":"Transport engineering","level":1,"score":0.568658173084259},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5551236271858215},{"id":"https://openalex.org/C2777382242","wikidata":"https://www.wikidata.org/wiki/Q6017816","display_name":"Index (typography)","level":2,"score":0.5185837745666504},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4709397554397583},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4493190050125122},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.41173624992370605},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3771545886993408},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.37063151597976685},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2675817608833313},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.22007355093955994},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0},{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.0},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.54249/iwtj.v3i1.133","doi":"https://doi.org/10.54249/iwtj.v3i1.133","is_oa":true,"landing_page_url":"http://dx.doi.org/10.54249/iwtj.v3i1.133","pdf_url":"https://ejournal.poltektranssdp-palembang.ac.id/index.php/iwtj/article/download/133/142","source":{"id":"https://openalex.org/S4387292791","display_name":"IWTJ International Water Transport Journal","issn_l":"2723-3294","issn":["2723-3294"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405273820","host_organization_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","host_organization_lineage":["https://openalex.org/I4405273820"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IWTJ : International Water Transport Journal","raw_type":"journal-article"},{"id":"pmh:oai:ojs2.ejournal.poltektranssdp-palembang.ac.id:article/133","doi":null,"is_oa":true,"landing_page_url":"https://ejournal.poltektranssdp-palembang.ac.id/index.php/iwtj/article/view/133","pdf_url":null,"source":{"id":"https://openalex.org/S4387292791","display_name":"IWTJ International Water Transport Journal","issn_l":"2723-3294","issn":["2723-3294"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405273820","host_organization_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","host_organization_lineage":["https://openalex.org/I4405273820"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"10.54249/iwtj.v3i1","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.54249/iwtj.v3i1.133","doi":"https://doi.org/10.54249/iwtj.v3i1.133","is_oa":true,"landing_page_url":"http://dx.doi.org/10.54249/iwtj.v3i1.133","pdf_url":"https://ejournal.poltektranssdp-palembang.ac.id/index.php/iwtj/article/download/133/142","source":{"id":"https://openalex.org/S4387292791","display_name":"IWTJ International Water Transport Journal","issn_l":"2723-3294","issn":["2723-3294"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405273820","host_organization_name":"Politeknik Transportasi Sungai, Danau, dan Penyeberangan Palembang","host_organization_lineage":["https://openalex.org/I4405273820"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IWTJ : International Water Transport Journal","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.761900007724762,"display_name":"Sustainable cities and communities","id":"https://metadata.un.org/sdg/11"},{"score":0.5378999710083008,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4386934085.pdf","grobid_xml":"https://content.openalex.org/works/W4386934085.grobid-xml"},"referenced_works_count":4,"referenced_works":["https://openalex.org/W1683742771","https://openalex.org/W2496341323","https://openalex.org/W3163628719","https://openalex.org/W7030046268"],"related_works":["https://openalex.org/W4399594648","https://openalex.org/W7220484715","https://openalex.org/W4414184989","https://openalex.org/W4376465509","https://openalex.org/W4386933791","https://openalex.org/W7124767687","https://openalex.org/W3163469424","https://openalex.org/W7220632926","https://openalex.org/W7220498214","https://openalex.org/W3161195772"],"abstract_inverted_index":{"The":[0,39],"Kuala":[1,20,40,50,58],"Tungkal":[2,8,11,21,41,51,59],"Ferry":[3,22,42],"Port":[4,23,43],"is":[5,24,210,213,232],"located":[6],"in":[7,72,215,276],"I":[9,278],"Village,":[10],"Ilir":[12],"District,":[13],"Tanjung":[14,36],"Jabung":[15,37],"Barat":[16],"Regency,":[17],"Jambi":[18],"Province.":[19],"a":[25,238],"ferry":[26],"port":[27,107],"organized":[28],"by":[29,144],"the":[30,48,57,67,70,73,92,130,137,147,161,181,185,194,197,200,204,216,221,224,228,235,256,260,263,280,287],"Department":[31],"of":[32,34,69,94,106,139,149,151,196,199,207,223,237,244,262,289,291],"Transportation":[33],"West":[35],"Regency.":[38],"serves":[44],"two":[45],"routes,":[46],"namely":[47],"pioneering":[49],"-":[52,60,157],"Dabo":[53],"Singkep":[54],"route":[55,96],"and":[56,101,114,120,167,171,212],"Telaga":[61],"Punggur":[62],"commercial":[63],"route.":[64],"Based":[65,192,219,258],"on":[66,193,220,234,259],"results":[68,195,222,261],"survey":[71],"field,":[74],"it":[75],"was":[76],"found":[77],"that":[78,122,183,248,274,286],"several":[79],"services":[80],"for":[81,177,188,242,283],"service":[82,141,152,164,169,190,208,292],"users":[83,209,293],"had":[84],"not":[85,124],"been":[86,125],"carried":[87],"out":[88,180],"properly,":[89],"such":[90],"as":[91,279],"unavailability":[93,105],"evacuation":[95,98],"instructions,":[97],"gathering":[99],"points":[100],"emergency":[102],"telephone":[103,239],"numbers,":[104],"plans/layouts,":[108],"inappropriate":[109],"breastfeeding":[110],"mother":[111],"room":[112],"facilities":[113],"passenger":[115],"lane":[116],"facilities.":[117],"(gangway)":[118],"pedestrians":[119],"vehicles":[121],"have":[123],"separated.":[126],"This":[127],"study":[128],"uses":[129],"Customer":[131,201],"Statisfaction":[132,202],"Index":[133],"method":[134],"to":[135,159,178],"determine":[136,160],"level":[138,148,288],"overall":[140],"use":[142],"satisfaction":[143,205,290],"looking":[145],"at":[146,255],"importance":[150],"facility":[153],"instruments,":[154],"Gap":[155,225],"Performance":[156,173,265],"Importance":[158,172,264],"gap":[162,230],"between":[163],"user":[165],"expectations":[166],"perceived":[168],"quality":[170],"Analysis":[174,266],"Quadrant":[175,267],"Mapping":[176,268],"find":[179],"attributes":[182,273],"are":[184,271,275],"main":[186,281],"priorities":[187],"improving":[189],"quality.":[191],"analysis":[198],"Index,":[203],"index":[206],"69.74%":[211],"included":[214],"satisfied":[217],"category.":[218],"Performance-Importance":[226],"analysis,":[227,269],"highest":[229],"value":[231],"(-1.32)":[233],"attribute":[236],"number":[240],"sticker":[241],"complaints":[243,252],"security":[245,254],"disturbances":[246],"so":[247,285],"passengers":[249],"can":[250,294],"submit":[251],"about":[253],"port.":[257],"there":[270],"7":[272],"quadrant":[277],"priority":[282],"improvement":[284],"increase.":[295]},"counts_by_year":[],"updated_date":"2026-10-07T09:51:55.459714","created_date":"2023-09-22T00:00:00"}
