Peningkatan Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Penumpang Di Pelabuhan Bandar Sri Setia Raja SelatBaru

This study aims to determine the effect of service quality and facilities on passenger satisfaction at Bandar Sri Setia Raja Selatbaru Port. The research method used is a quantitative approach with a survey method, in which data were collected through questionnaires distributed to respondents who were passengers at the port. The analytical technique applied was multiple linear regression
analysis to examine both the simultaneous and partial effects of the service quality variable (X₁) and the facilities variable (X₂) on passenger satisfaction (Y). The
results show that service quality falls into the “good” category (68.32%), with the highest aspect being empathy/attentiveness (76.94%) and the lowest being
assurance (68.23%). Facilities are also rated as “good” (67.85%), including adequate waiting areas, clean toilets, and Wi-Fi, but there are still issues such as
limited shaded parking, stray animals disturbing passengers, and seawater flooding the access road during high tides. Passenger satisfaction is generally high (69.40%), although ferry departure punctuality and terminal comfort still
need improvement. The conclusion of this study is that improving service quality and facilities, both jointly and individually, can increase passenger satisfaction at
Bandar Sri Setia Raja Selatbaru Port. Therefore, the port management is advised to continuously improve service quality and provide adequate facilities to maintain and enhance passenger satisfaction.