A Comparative Study of Passenger Satisfaction with ASDP Ferry Services and Dharma Lautan Utama Ferry Services on the Selayar Route

Abstract

This study aims to evaluate and compare passenger satisfaction with ferry services provided by PT ASDP Indonesia Ferry and Dharma Lautan on the Selayar route, identify the factors influencing passenger satisfaction, and examine differences in service quality and operational performance between the two ferry operators. Passenger satisfaction was assessed using several indicators, including service quality, staff friendliness and responsiveness, onboard facilities, seating comfort, cleanliness, and departure and arrival punctuality. Operational performance was evaluated based on facility comfort, sailing frequency, and operational efficiency. A descriptive quantitative approach with a comparative research design was employed to examine differences in passenger perceptions between the two operators. The findings revealed that ASDP ferry services achieved a mean passenger satisfaction score of 64.68, whereas Dharma Lautan recorded a higher mean score of 72.96, representing a difference of 8.28 points. The results indicate that passengers generally reported higher satisfaction with Dharma Lautan services than with ASDP ferry services. Key factors associated with passenger satisfaction included departure punctuality, crew service quality, vessel cleanliness and facilities, ticket prices, and passenger embarkation and disembarkation procedures. The comparative assessment further indicated that Dharma Lautan received more favorable evaluations across the assessed satisfaction indicators, while ASDP exhibited comparatively lower ratings, with its highest reported indicator percentage reaching approximately 30%. Overall, the findings highlight differences in perceived service quality between the two operators and emphasize the importance of improving operational reliability, passenger comfort, and service responsiveness to enhance passenger satisfaction in ferry transportation serving Selayar.