Passenger Satisfaction Analysis of Service in Port Passenger Terminal Gresik

Abstract

This study aims to measure the level of customer satisfaction in the domestic ferry crossing port of Gresik through the quality of port services. Primary data obtained by distributing questionnaires to consumers harbor users. The total sample of respondents is 50 people. Data were analyzed using descriptive statistics. Used to measure customer satisfaction gap analysis between the level of perceived performance of consumers with their expectations of port services.