Evaluasi Persepsi Dan Kepuasan Penumpang Pada Layanan Kapal Feri Rute Sofifi–Tidore
DOI:
https://doi.org/10.33387/josae.v9i1.12642Abstract
Konektivitas laut menjadi kebutuhan utama bagi masyarakat di wilayah kepulauan, termasuk hubungan Sofifi–Tidore di Maluku Utara. Penelitian ini dilakukan untuk mengetahui bagaimana pengguna menilai pelayanan kapal feri pada rute tersebut dan untuk menguji keterkaitan antara persepsi dengan kepuasan. Metode yang digunakan adalah survei kuantitatif terhadap 50 penumpang yang dipilih secara accidental sampling. Kuesioner menggunakan skala Likert lima tingkat dan telah melalui pengujian validitas serta reliabilitas. Data dianalisis melalui statistik deskriptif, korelasi Pearson, dan regresi linear sederhana. Hasil menunjukkan skor persepsi kenyamanan 3,40; keselamatan 3,51; ketepatan waktu 3,14; pelayanan petugas 3,51; dan harga tiket 3,04. Pada dimensi kepuasan, tangible memperoleh 3,16, reliability 3,14, responsiveness 3,47, assurance 3,51, dan empathy 3,70. Nilai rata-rata kepuasan adalah 3,39 dan termasuk kategori cukup puas. Seluruh 15 butir instrumen valid, sedangkan Cronbach’s Alpha sebesar 0,889 menunjukkan konsistensi internal yang baik. Korelasi antara persepsi dan kepuasan mencapai r=0,683 dengan p<0,001. Analisis regresi memperoleh R²=0,466 dengan koefisien persepsi 0,118. Hasil tersebut menunjukkan bahwa persepsi pengguna merupakan faktor yang berhubungan positif dengan kepuasan. Perbaikan sebaiknya diprioritaskan pada ketepatan jadwal, keandalan informasi, fasilitas, kebersihan, dan keterjangkauan tarif.
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