Improving Sea Transportation Service Quality: A Case Study of KMP Sabuk Nusantara, Padang- Mentawai Route

DOI

10.2991/978-94-6239-793-4_11How to use a DOI?

Keywords

Improving; Sea Transportation; Service Quality

Abstract

Sea transportation is a component of the transportation system. The vessel Sabuk Nusantara 68 serves as a maritime transport vehicle under the ownership of the Indonesian National Shipping Limited Liability Company (PT) (PELNI). Functioning as a passenger ship, it operates between Padang City and Mentawai Island. Despite this, complaints regarding the quality of sea transportation services have been voiced by passengers. Consequently, this research was conducted to investigate the quality levels and satisfaction of ship service users, particularly those utilizing the KMP Sabuk Nusantara 68 route between Padang and Mentawai. The study aimed to identify priority factors for enhancing service performance and passenger satisfaction. Employing a quantitative approach, researchers utilized questionnaires as research instruments. Data analysis involved the application of the Likert scale using the Important and Performance Analysis (IPA) methodology. The study’s outcomes were evaluated across various dimensions, including: 1. Safety; 2. Security and Convenience; 3. Affordability; and 4. Equality. Findings from the data analysis indicated that service quality was satisfactory, with passenger satisfaction levels reaching 89.12%. This suggests that passengers are content with the services rendered; however, further improvements are necessary. Notably, cleanliness onboard the ship emerged as a critical aspect requiring immediate enhancement.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Faisal Saransi
AU  - Nelfi Erlinda
PY  - 2026
DA  - 2026/10/16
TI  - Improving Sea Transportation Service Quality: A Case Study of KMP Sabuk Nusantara, Padang- Mentawai Route
BT  - Proceedings of the  International Conference on Advanced Maritime Interconnection (ICAMI 2026)
PB  - Atlantis Press
SP  - 126
EP  - 137
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6239-793-4_11
DO  - 10.2991/978-94-6239-793-4_11
ID  - Saransi2026
ER  -