The purpose of this study is to calculate the level of service quality for Penang Island ferry services and to suggest the improvement in order to enhance the Penang Island ferry services. This research paper focuses on the services quality level of ferry transportation crossing between Butterworth to George Town using SERVQUAL approach from a survey that carried out in the Penang Island. The quantitative method was used in this research. Using SERVQUAL model analysis, the researchers documented how both the perception and expectation of ferry users rate the importance and their current satisfaction with a number of service aspects concerning Penang Island ferries. Tangible, Empathy, Assurance, Responsiveness and Reliability are the five dimensions which have been carried out to evaluate elements that reflect the customer’s perception of service quality. Sufficient capacity, comfortable facilities, and fares are rated as highly important elements in services quality but providing a lower level of satisfaction by both the pedestrians and vehicles respondents. From the results of the survey, the research can be concluded that special attention especially for the elements that get lower level of satisfaction must be carried out so that improvement can be done to enhance the services provided by Penang Island ferry.
SERVQUAL, Service Quality, Maritime Transportation
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