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A framework to establish passengers' satisfactory key indicators and index in speed boat ferry service operations
[journal article]
Abstract This study provides a framework to holistically assess the level of passengers' satisfaction for a given ferry service based on the dominant Design/Operational, Passengers Care/Safety/Security and Environmental categorical factors that define the ferry service operations and influence passengers' sa... view more
This study provides a framework to holistically assess the level of passengers' satisfaction for a given ferry service based on the dominant Design/Operational, Passengers Care/Safety/Security and Environmental categorical factors that define the ferry service operations and influence passengers' satisfaction. A test case carried out for a ferry service offered by a boat operator in the Warri wharf yields a Passengers' Satisfaction Index of 3.84, indicating that the ferry service is in the range of dissatisfactory and moderately satisfactory, which is in good agreement with popular opinions that the service offered by that operator does not satisfy most of the passengers' expectations. The results of the test case proved that the framework reliably and realistically predicts the level of satisfaction the passengers derived from the various segments that define the service offered by a boat operator. This study will assist passengers make informed decision about the choice of operators to patronize. It will also guide operators and regulators to identify and improve those areas of the ferry service that are pertinent to the successful operation of the ferry business.... view less
Keywords
shipping; satisfaction; service; indicator; expectation
Classification
Leisure Research
Economic Sectors
Free Keywords
Fahrgast; AHP-Analyse; Delphi Technik; Fuzzy-Set-Definition; Likert-Skala; Kendalls Koeffizient der Übereinstimmung; Fährdienst
Document language
English
Publication Year
2016
Page/Pages
p. 1-14
Journal
International Letters of Social and Humanistic Sciences (2016) 72
ISSN
2300-2697
Status
Published Version; peer reviewed