PENGARUH WAKTU TEMPUH DAN KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA TRANSPORTASI LAUT DI PELABUHAN BATAM
DOI:
https://doi.org/10.33556/jstm.v26i2.497Keywords:
Travel Time, Service Quality, Passenger Satisfaction, Maritime Transport, Batam PortAbstract
This study investigates how passenger satisfaction in marine transportation at Batam Port is impacted by trip time and service quality. Given Indonesia's archipelagic terrain, sea transportation is an essential means of connectivity; nonetheless, enduring problems like delays, long trips, and subpar service continue to be a problem. This study uses a quantitative design using multiple linear regression to examine both simultaneous and partial impacts of the variables. It is based on the SERVQUAL model and Expectancy Disconfirmation Theory. A Likert-scale survey was used to collect data from 100 respondents. The results indicate that travel time and service quality significantly influence passenger satisfaction, with a determination coefficient of 83.9%. Although punctuality contributes to positive perceptions, service quality stands out as the dominant factor in shaping user experience and fostering long-term loyalty. The findings not only reinforce the theoretical relevance of combining EDT and SERVQUAL in maritime studies but also provide practical insights for port authorities and operators to enhance efficiency and service standards in order to strengthen competitiveness and passenger trust.
Keywords: travel time, service quality, passenger satisfaction, maritime transport, Batam Port
References
Abdul Rahman, N. S. F., Balasa, A. P., Othman, M. K., & Alemu, A. E. (2024). Port service quality assessment using a ROPMIS modeling: seaports scenario in a Gulf country. Maritime Business Review, 9(1), 17–34. https://doi.org/10.1108/MABR-03-2023-0027
Ali, M. D., & Hatef, E. A. J. Al. (2024). Types of Sampling and Sample Size Determination in Health and Social Science Research. Journal of Young Pharmacists, 16(2), 204–215. https://doi.org/10.5530/jyp.2024.16.27
Amin, C., Wahab Hasyim, A., Sun’an, M., Yetty, Millanida Hilman, R., & Fahmiasari, H. (2024). Impact of increasing local economic capacity on reducing maritime logistics costs in island Province of eastern Indonesia: A dynamic system approach. Transportation Research Interdisciplinary Perspectives, 27(August), 101195. https://doi.org/10.1016/j.trip.2024.101195
Arianto, D., Marpaung, E., Malisan, J., Humang, W. P., Puriningsih, F. S., Mutharuddin, Mardiana, T. S., Siahaan, W. J., Pairunan, T., & Kurniawan, A. (2022). Cost Efficiency and CO2 Emission Reduction in Short Sea Shipping: Evidence from Ciwandan Port–Panjang Port Routes, Indonesia. Sustainability (Switzerland), 14(10). https://doi.org/10.3390/su14106016
Balázs, P. G., Mitev, A., & Brodszky, V. (2022). Parallel exploratory and confirmatory factor analysis of the Hungarian Fear of COVID ‑ 19 Scale in a large general population sample : a psychometric and dimensionality evaluation. BMC Public Health, 1–9. https://doi.org/10.1186/s12889-022-13789-3
Barbed-Castrejón, N., Navaridas-Nalda, F., Mason, O., & Ortuño-Sierra, J. (2024).
Prevalence of phubbing behaviour in school and university students in Spain. Frontiers in Psychology, 15(May), 1–8. https://doi.org/10.3389/fpsyg.2024.139686
Barroga, E., Matanguihan, G. J., Furuta, A., Arima, M., Tsuchiya, S., Kawahara, C., Takamiya, Y., & Izumi, M. (2023). Conducting and Writing Quantitative and Qualitative Research. Journal of Korean Medical Science, 38(37), 1–16. https://doi.org/10.3346/jkms.2023.38.e291
Iamtrakul, P., Chayphong, S., & Hayashi, Y. (2024). An Integrative Investigation of Travel Satisfaction , Streetscape Perception , and Mental Health in Urban Environments.
Jahrami, H., Saif, Z., Chen, W., Helmy, M., Ghazzawi, H., Trabelsi, K., Natan, G., Bragazzi, N. L., Pandi-perumal, S. R., & Seeman, M. V. (2023). Heliyon Development and validation of a questionnaire ( GHOST ) to assess sudden , unexplained communication exclusion or “ ghosting ". Heliyon, 9(6), e17066. https://doi.org/10.1016/j.heliyon.2023.e17066
Kim, H., Kim, H., Lee, H. J., Cho, E., Koh, S., & Ahmed, O. (2022). The Validation Study of the Stress and Anxiety to Viral Epidemics − 6 Scale Among Patients With Cancer in the COVID-19 Pandemic. 13(April), 1–7. https://doi.org/10.3389 /fpsyt.2022. 811083
Kurniawan, T. B., & Alvino, A. (2023). Multiple Linear Regression for Predicting the Ship Booking Time: A Case Study at PT. Samudera Indonesia. INTI Journal, JODS(2023). https://doi.org/10.61453/jods.v2023no2
Mikuličić, J. Ž., Kolanović, I., Jugović, A., & Brnos, D. (2024). Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review. Sustainability (Switzerland), 16(3). https://doi.org/10.3390/su16031125
Rao, A. R., Wang, H., & Gupta, C. (2025). applied sciences Predictive Analysis for Optimizing Port Operations.
Sitzimis, I. (2024). Service Quality and Passenger Satisfaction on the Coastal Routes of Southwest Crete. Transactions on Maritime Science, 13(2), 1–16. https://doi.org/10.7225/toms.v13.n02.014
Sourav, M. M. I., Abeer, A. A., & Bhuiyan, A. H. (2024). Quantifications of service quality factors using the relative importance index method for passenger ferry service in Bangladesh. Discover Civil Engineering, 1(1). https://doi.org/10.1007/s44290-024-00008-8
Widiyanto, P., Jaya Sakti, R. F., Setiawan, E. B., Manfaluthy, M., Suryaningsih, L., Ricardianto, P., Kamar, K., & Endri, E. (2021). The Relationship Between Service Quality, Timeliness of Arrival, Departure Flip Ship Logistics Aand People and Customer Satisfaction: A Case in Indonesia. Academy of Entrepreneurship Journal, 27(6), 1–10.
Yandi Tjendana, & Diah Pranitasari. (2024). Determinants Of Servqual Dimensions On Customer Satisfaction And Loyalty In Maritime Transportation And Logistics Services. Jurnal Ecoment Global, 9(3), 227–240. https://doi.org/10.36982 /jeg.v9i3.5179
Yu, X., Yang, Y., & Li, S. (2024). Users’ continuance intention towards an AI painting application: An extended expectation confirmation model. PLoS ONE, 19(5 May), 1–25. https://doi.org/10.1371/journal.pone.0301821
Zhou, L., & Suh, W. (2025). A Study on Port Service Quality, Customer Satisfaction, Customer Loyalty, and Referral Intention: Focusing on Korean Container Terminals Amid Smart Port Development. Systems, 13(6). https://doi.org/10.3390/systems13060486
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
