Technical Review of Port Terminal Services
Ferry Seba Sabu Raijua
Deasi D. A. A. Daud
1
, Anie Adrianti Tuati
2
and Yacob V. Hayer
2
1
Civil Engineering Department, State Polytechnic of Kupang, Adi Sucipto Street, Kupang, Indonesia
2
Civil Engineering Department, State Polytechnic of Kupang, Kupang, Indonesia
Keywords: Quality of Service, Passenger, Driver, Importance Performance Analysis, Customer Satisfaction Index.
Abstract: Seba Ferry Port is one of the passenger ports that serves as a means of supporting sea transportation from or
to Sabu Raijua Regency. However, in carrying out daily service activities at Seba Port, there are several
problems that are often experienced by some users related to the services provided, such as an uncomfortable
waiting room, the number of broken chairs, the condition of the toilets being not maintained, lighting that
does not work, not working properly. There is a smoking area and there is no health service room. This
analysis is done by calculating Importance Performance analysis, Customer Satisfaction Index and peak hour
calculations. The results of the study found that other Port Terminal Facilities Factors that had met
expectations (such as: toilets, waiting rooms and others) entered the criteria of being dissatisfied and became
a top priority for performance improvement by the Port terminal manager. The number of vehicles that can
be parked inside the Seba Sabu Ferry Terminal is 148 vehicles, if it is known that the peak hour is 86 vehicles,
then the Port terminal for the current vehicle area is still sufficient for the planned vehicle parking capacity.
1 INTRODUCTION
Transportation is a vital element in the life of the nation
and in fostering national unity and integrity.
Development in the transportation sector as a supporter
of the development of other sectors in realizing
national development targets in all regions, both in
urban and rural areas. transportation develop-ment
cannot stand alone and cannot be separated from the
development of other sectors such as the economic,
population, social and so on (IMOT, 2017).
The existing means of transportation on land, sea,
and air play a vital role in the socio-economic aspect
through the distribution function between one region
and another. Distribution of goods, people, and
others. it will be easier and faster if the existing
transportation facilities function properly so that
transportation can become one of the means to
integrate various regions in Indonesia. Through
transportation, people from one region to another can
feel the results of average production and the results
of existing development.
A port is a place consisting of land and/or waters
with certain boundaries as a place for government
activities and business activities that are used as a
place for ships to dock, up and down passengers,
and/or loading and unloading of goods, in the form of
terminals and ship berths equipped with shipping
safety and security facilities and port support
activities as well as a place for intra- and intermodal
transportation (MOTR, 2015).
Seba Ferry Port is one of the passenger ports that
serves as a means of supporting sea transportation to
or from Sabu Raijua Regency. Seba Port plays an
important role, one of which is to help smooth the
rotation of the wheels of trade between provinces,
between islands such as the delivery of agricultural
products, livestock products, goods and others from
Makassar Province to Sabu Raijua Regency, from
Sabu Island to Timor Island (Kupang City), or vice
versa, and from/to several other islands. However, in
carrying out daily service activities at Seba port, there
are several problems that are often experienced by
some users regarding the services provided, such as
an uncomfortable and dirty waiting room (a fan that
doesn't work properly), the number of broken seats,
the state of the toilet. that are not maintained (dirty),
lighting that does not work, there is no smoking area
(smoking area) and the absence of a health service
room, so that it really causes an uncomfortable feeling
in the terminal room at the port for that it is necessary
to research on the quality of services provided by the
Seba terminal port and efforts to improve services that
need to be carried out.
558
Daud, D., Tuati, A. and Hayer, Y.
Technical Review of Port Terminal Services Ferry Seba Sabu Raijua.
DOI: 10.5220/0010949100003260
In Proceedings of the 4th International Conference on Applied Science and Technology on Engineering Science (iCAST-ES 2021), pages 558-564
ISBN: 978-989-758-615-6; ISSN: 2975-8246
Copyright
c
 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

To find out how to improve the quality of service
at the Seba port terminal, a study is needed that can
provide an explanation of the service in the existing
condition, and what kind of service quality should be
provided to service users at the port terminal.
From the background above, it can be formulated
that what are the factors that influence the assessment
of services at the Seba port terminal on their use and
how port service users perceive the services at the
Seba port terminal provided, as well as how the
vehicle parking capacity in the port is.
The objectives to be achieved in this study are to
find out what factors influence the assessment of
service users on services at the Seba Port terminal, to
know the perceptions of service users in assessing the
services provided at the Seba Port terminal and to
know the vehicle parking capacity at peak hours (
peak hour) inside Seba Port Terminal.
2 RESEARCH METHODOLOGY
2.1 Research Stages
The research stages begin with initial observations,
data collection, data processing and analysis, to
drawing conclusions and suggestions. This research
starts from identifying problems that occur after
direct observation in the study area. This is done to
find out the problems that occur in the study area. The
area of study and the scope of issues to be discussed
are also limited. The analysis stage is a follow-up
after data processing is completed. The purpose of
this stage is to understand and analyze the results of
data processing in depth. The analysis is carried out
by using Validity and Reliability Tests on service
quality, Importance Performance Analysis (IPA),
Customer Satisfaction Index (CSI) and Calculation of
parking capacity (Tuati, 2013).
B. Data Collection
There are 4 stages of data collection method, namely
the first stage of the interview, namely the method of
collecting data by asking and answering questions.
The second stage is a questionnaire, which is a
method of collecting data by compiling a list of
questions or questionnaires to respondents in writing,
making it easier to process data. The third stage is a
literature study and the last is a research instrument, a
research instrument used in the form of a list of
questions or questionnaires consisting of 15 questions
about the importance of service quality and 15
questions about service quality performance at port
terminals (Wiranta, 2014).
3 RESULT AND DISCUSSION
3.1 Determination of the Number of
Samples
3.1.1 Calculation of Determining the
Number of Passenger Respondents at
the Sabu Raijua Ferry Port
From ASDP data from Sabu Seba Port, it is known
that the average number of passengers at the Sabu
Seba Ferry Port is 1,550,000 per day. This number is
then used as the total population (N) that will be used
as the research sample. The value of the degree of
determination is 90% or the bound of error (B) is set
= 0.1
From the calculation results obtained the number
of samples:
𝐧=
𝟏. 𝟓𝟓𝟎. 𝟎𝟎𝟎 𝒙 𝟎, 𝟓
(
𝟏−𝟎,𝟓
)
(
𝟏. 𝟓𝟓𝟎. 𝟎𝟎𝟎 − 𝟏
)
𝟎, 𝟎𝟎𝟐𝟓 + 𝟎, 𝟓(𝟏 − 𝟎, 𝟓)
= 99,99 sample is rounded to 100
3.1.2 Calculation of Determination of the
Number of Respondents
Transportation Crew (Driver) at the
Sabu Raijua Ferry Port
From ASDP data from Sabu Raijua Port, it is known
that the average number of passengers (drivers) at Sabu
Seba Port is 492 per day. This number is then used as
the total population (N) that will be used as the research
sample. The value of the degree of determi-nation is
90% or the bound of error (B) is set = 0.1
From the calculation results obtained the number
of samples:
n=
492 x 0,5 (1 − 0,5)
(
492 − 1
)
0,0025 + 0,5 (1 − 0,5)
= 83,24 sample is rounded to 100
3.2 Validity and Reliability Test
3.2.1 The Results of the Validity and
Reliability Test of the Sabu Seba Ferry
Port Terminal Service for
Transportation Passengers
a. Test the validity and reliability of the service
quality of the Sabu Seba Ferry Terminal
Technical Review of Port Terminal Services Ferry Seba Sabu Raijua
559

Table 1: Test the Validity of Terminal Service Quality
Assessment Sabu Seba . Ferry Port.
Symbol r count r table Information
b1 0,342 0,197 Valid
b2 0,331 0,197 Valid
b3 0,332 0,197 Valid
b4 0,451 0,197 Valid
b5 0,225 0,197 Valid
b6 0,236 0,197 Valid
b7 0,831 0,197 Valid
b8 0,541 0,197 Valid
The results of the validity test in Table 1 show that
all questions for the service quality variable have a
correlation value greater than 0.197 so that they are
considered valid and can be included in the next
analysis process. Likewise, the Cronbach's Alpha
value for the question of terminal service quality is
0.812 > 0.60, then overall the measuring instrument
is said to be reliable or has reliable internal
consistency.
b. Test the validity and reliability of the assessment
of the interests of the Sabu Seba Ferry Port Terminal
Services
Table 2: Test the Validity of the Assessment of the Interest
of Terminal Services Sabu Seba. Ferry Port.
Symbol r count r table Information
c1 0,340 0,197 Valid
c2 0,751 0,197 Valid
c3 0,702 0,197 Valid
c4 0,501 0,197 Valid
c5 0,501 0,197 Valid
c6 0,341 0,197 Valid
c7 0,425 0,197 Valid
c8 0,502 0,197 Valid
The results of the validity test in Table 2 show that
all questions for the service quality variable have a
correlation value greater than 0.197 so that they are
considered valid and can be included in the next
analysis process. Likewise, the Cronbach's Alpha
value for the question of terminal service quality is
0.830 > 0.60, then overall the measuring instrument
is said to be reliable or has reliable internal
consistency.
3.2.2 The Results of the Validity and
Reliability Test of the Sabu Seba Ferry
Port Terminal Service for
Transportation Passengers (Driver)
a. Test the validity and reliability of the service
quality of the Sabu Seba Ferry Terminal
Table 3: Test the Validity of Terminal Service Quality
Assessment Sabu Seba. Ferry Port.
Symbol r count r table Information
d1 0,340 0,197 Valid
d2 0,320 0,197 Valid
d3 0,340 0,197 Valid
d4 0,502 0,197 Valid
d5 0,224 0,197 Valid
d6 0,231 0,197 Valid
d7 0,851 0,197 Valid
The results of the validity test in Table 3 show that
all the questions for the service quality variable have
a correlation value greater than 0.197 so that they are
considered valid and can be included in the next
analysis process. Likewise, the Cronbach's Alpha
value for the question of terminal service quality is
0.765 > 0.60, then overall the measuring instrument
is said to be reliable or has reliable internal
consistency.
b. Test the validity and reliability of the assessment
of the interests of the Sabu Seba Ferry Port Terminal
Services
Table 4: Test the Validity of the Assessment of the Interest
of Terminal Services Sabu Seba. Ferry Port.
Symbol r count r table Information
e1 0,811 0,197 Valid
e2 0,560 0,197 Valid
e3 0,433 0,197 Valid
e4 0,961 0,197 Valid
e5 0,980 0,197 Valid
e6 0,960 0,197 Valid
e7 0,960 0,197 Valid
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The results of the validity test in Table 4 show that
all questions for the service quality variable have a
correlation value greater than 0.197 so that they are
considered valid and can be included in the next
analysis process. Likewise, the Cronbach's Alpha
value for the question of terminal service quality is
0.785 > 0.60, then overall the measuring instrument
is said to be reliable or has reliable internal
consistency.
3.3 Importance-Performance Analysis
(IPA)
3.3.1 The Level of Importance (Importance)
and Performance (Performance) of the
Terminal by Passenger
Figure 1: The results of the Importance-Performance
Analysis (IPA) diagram by passenger transportation.
The explanation for each quadrant is as follows:
I. First Quadrant (Main Priority)
There are two factors located in this quadrant, namely
factors other Port Terminal Facilities have met
expectations (such as: toilets, waiting rooms, prayer
rooms, kiosks, air conditioning temperature control
facilities, fans and others) and the passenger terminal
provides a special room or place for breastfeeding
mothers. This means that port terminal service users
are dissatisfied with the service quality of these
factors, thus demanding efforts to improve service
quality.
Other Port Terminal facilities have not met
expectations (such as: toilets, waiting rooms, prayer
rooms, kiosks, air conditioning temperature control
facilities, fans and others. This is due to waiting
rooms and toilets available at the shabu port terminal
port, which is not comfortable because it looks not
clean. The prayer room facilities are also not available
at the Sabu Seba Ferry port terminal, so Muslim
brothers and sisters cannot worship when they are in
the port terminal. Air conditioning, fans that do not
work properly and there are no room or place
facilities especially for breastfeeding mothers.
II. Second Quadrant (Keep Up Echievement)
There are 2 factors of port terminal services that have
succeeded in occupying this quadrant, namely the
port terminal has applicable regulations, and the Port
Terminal has good and effective parking regulations
to realize a smooth flow. According to respondents,
the Port Terminal has regulations that apply where
regulations are installed in several places that must be
implemented while at the port so that so far
passengers feel safe when they are at the port
terminal. The Port Terminal has good and effective
parking regulations to realize a smooth flow in
congested traffic conditions, according to
respondents, the parking at the terminal is good, so far
the traffic flow at the terminal is smooth, there is no
congestion, because there are always officers which
regulates the flow of traffic properly.
III. Third Quadrant (Low Priority)
There is one factor in the port terminal service that
occupies this quadrant and gets a low priority to do,
namely the port terminal provides information that is
conveyed in the terminal to service users regarding
the estimated arrival and departure times of ships.
According to the respondents they paid less attention
to these factors.
IV. Fourth Quadrant (Excessive)
There are three factors that received an over-
estimation from respondents, namely the Sabu Seba
Ferry Port Terminal providing information on the
availability of emergency rescue equipment in danger
(fire, accident, or natural disaster) and health facilities
for emergency handling, Port Terminal Officers
provide you with good service if any problems
regarding terminal facilities and port terminals are
always under the supervision of internal parties
(security officers). According to respondents, the
availability of emergency rescue equipment in danger
(fire, accident, or natural disaster) and health facilities
for emergency handling are always available at the
port terminal. And so far, police officers at the port
have always been on standby at their respective guard
posts and at several points to maintain security and
smooth the flow of traffic at the port.
Technical Review of Port Terminal Services Ferry Seba Sabu Raijua
561

3.3.2 The Level of Importance (Importance)
and Performance (Performance)
Terminal According to the Driver so
Figure 2: Results of the Importance-Performance Analysis
(IPA) Diagram according to the Transport Crew (Driver).
The explanation for each quadrant is as follows:
I. First Quadrant (Main Priority)
There is one factor located in this quadrant, namely
the other Port Terminal Facility factors that have met
expectations (such as: toilets, waiting rooms, prayer
rooms, kiosks, air conditioning temperature control
facilities, fans and others). This means that port
terminal service users (drivers) are dissatisfied
because the waiting room and toilets available at the
port of the Sabu Seba ferry terminal are not
comfortable because they look unclean and the
passenger waiting room when in crowded conditions,
lots of passengers sitting around floor for not getting
a seat.
II. Second Quadrant (Keep Up Echievement)
There are 2 factors of port terminal services that have
succeeded in occupying this quadrant, namely the
port terminal has applicable regulations and the port
terminal has good and effective parking regulations to
realize a smooth flow. According to respondents, the
Port Terminal has regulations that apply where
regulations are installed in several places that must be
implemented while at the port so that people feel
more comfortable when they are at the port. The Port
Terminal has good and effective parking regulations
to create a smooth flow according to respondents, the
existing parking at the terminal is good, so far the
traffic flow at the terminal is smooth, there is no
congestion.
III. Third Quadrant (Low Priority)
There is one factor in the port terminal service that
occupies this quadrant and gets a low priority to be
carried out, namely the port terminal providing
information on the availability of emergency rescue
equipment in danger (fire, accident, or natural
disaster) and health facilities for emergency handling.
according to respondents they pay less attention to
these factors.
IV. Fourth Quadrant (Excessive)
There are three factors that have been overestimated
by respondents, namely the Sabu Seba Ferry Port
Terminal provides information that is conveyed in the
terminal to service users regarding the estimated time
of arrival and departure of ships, Port Terminal
Officers provide you with good service if there are
problems with Terminal and Terminal facilities The
port is always under the supervision of internal parties
(security officers). According to respondents, there is
always information about the arrival and departure of
ships, whether the ship they want to board does not
depart according to the specified schedule, this
information is obtained from local locations and also
several social media so that respondents who want to
pick up passengers to the port do not have to come to
the port. And according to respondents, so far there
are always security officers who are always on
standby to maintain security and comfort at the port.
3.4 Satisfaction of Port Terminal
Service Users
3.4.1 Port Terminal Passenger Satisfaction
The results of the analysis of respondents' answers to
eight indicators/attributes of terminal services with
the interpretation of the Customer Satisfication Index
value, show that the services provided by terminal
managers are quite good, but terminal service users
are not satisfied with the factors other port terminal
facilities have met expectations (such as: toilets, room
waiting, prayer rooms, kiosks, AC temperature
control facilities, fans, etc.) with a suitability level of
38% and the interpretation of the CSI value is not
satisfied. This assessment is based on the lack of
terminal facilities in the waiting room, the absence of
a health service room, an area with an unsanitary
waiting room atmosphere. And the passenger
terminal factor provides a special room or place for
breastfeeding mothers with a suitability level of 34%
and the interpretation of the CSI value is not satisfied.
due to the unavailability of these facilities.
Suggestions for improving the quality of service
are prioritized for factors that have a low level of
conformity (<50%) as a top priority. The following
are some suggestions for improving the service
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quality of the Sabu Seba Ferry Port Terminal, Sabu
Raijua Regency, East Nusa Tenggara, namely the
provision of prayer room facilities, always ensuring
that toilets are clean, providing temperature control
(AC) facilities, procurement of 1 television facility,
widening of the terminal waiting room. Sabu Seba
Ferry port, so that there are no more passengers sitting
on the floor and providing smoking room facilities
(smooking area).
Another factor that must be maintained is the
quality of its service because it has met the
expectations of service users, namely that the Port
Terminal has applicable regulations, the Port
Terminal has good and effective parking regulations
to realize a smooth flow as the next priority after the
main priority has been fulfilled.
The service factor whose implementation is
carried out very well by the manager is that the Port
Terminal has applicable regulations, the Port
Terminal is always under the supervision of internal
parties (security officers) and the Port Terminal has
good and effective parking regulations to realize a
smooth flow.
3.4.2 Satisfaction of the Port Terminal
Transport Crew (Driver)
The interpretation of the Customer Satisfication
Index value for the transportation crew (driver) shows
that in general the services provided by the terminal
manager are still good. This can be seen from the
value of the ratio between the level of service
quality/performance with the level of
interest/expectations of users, most of whom get the
predicate very satisfied and satisfied. There is only
one service quality factor that gets the predicate of
being dissatisfied so that it needs to be a top priority
for improving service quality, namely the terminal
facilities factor (38%).
The proposal to improve the quality of service is
prioritized for factors that have a low level of
conformity (<50%) as the main priority. There is one
factor that has a low level of conformity, namely the
availability of supporting facilities at the terminal.
The following are some suggestions for improving
the service quality of the Sabu Seba Ferry Terminal,
Sabu Raijua Regency, East Nusa Tenggara Province,
namely the provision of prayer rooms, always
maintaining the cleanliness of toilets, providing
temperature control (AC) facilities, and widening the
waiting room for the Sabu Seba Ferry port terminal,
so as not to there was another passenger sitting on the
floor.
3.5 Analysis of Vehicle Parking
Capacity in Sabu Seba Port
Terminal
3.5.1 Calculation of Peak Hours (Peak
Hour)
From the results of the calculation of the number of
vehicles entering, the number of vehicles leaving, and
the number of vehicles in the terminal before hitting;
06.00, then the following table is obtained:
Table 5: Number of vehicles in Terminal.
No Hour
Entry Vehicle
(Car)
1 06.00 - 07.00 13
2 07.00 - 08.00 14
3 08.00 - 09.00 16
4 09.00 - 10.00 12
5 10.00 - 11.00 42
6 11.00 - 12.00 77
7 12.00 - 13.00 86
8 13.00 - 14.00 83
9 14.00 - 15.00 45
10 15.00 - 16.00 32
11 16.00 - 17.00 12
12 17.00 - 18.00 10
From table 5 above, it can be seen that peak hours
occur at: 12.00 – 13.00 and with 86 vehicles.
3.5.2 Total Capacity of Sabu Seba Port
Terminal
Total bus capacity = 148 vehicles (source: ASDP
Sabu Seba Port).
From the analysis of parking capacity, at peak
hour (Peak Hour) at the Sabu Seba Port Terminal
there are 86 vehicles and the capacity of the Sabu
Seba Port Terminal for vehicles (cars) is 148 vehicles.
4 CONCLUSION
The conclusions obtained from the data analysis and
discussion are:
Technical Review of Port Terminal Services Ferry Seba Sabu Raijua
563

1. Factors influencing service users' assessments of
services at the Sabu Seba Ferry ferry terminal for
passenger service users are other port terminal
facilities that have met expectations (such as:
toilets, waiting rooms, prayer rooms, kiosks, air
conditioning temperature control facilities, fans
and so on). -other) in quadrant I. these factors are
considered important while in terms of
satisfaction, service users feel dissatisfied so that
they demand that service quality improvements
become a top priority by service providers.
2. Factors that influence the assessment of service
users on services at the Sabu Seba Ferry ferry
terminal for users of transportation crew services
(drivers) are factors other port terminal facilities
have met expectations (such as: toilets, waiting
rooms, prayer rooms, kiosks, AC temperature
control facilities, etc.). fans and others) in
quadrant I. these factors are considered important,
while in terms of satisfaction, service users feel
dissatisfied so that they demand that service
quality improvements become a top priority by
service providers.
3. Perceptions of service users (passengers) of the
Sabu Seba Ferry port terminal based on the
average satisfaction index value of 8 (eight)
service factors of 78.25 percent are included in the
very satisfied criteria. other port terminal facilities
factors that have met expectations (such as:
toilets, waiting rooms, prayer rooms, kiosks, air
conditioning temperature control facilities, fans,
etc.) enter the criteria of being dissatisfied and
become a top priority for performance
improvement by the terminal manager.
4. Perceptions of service users (transport
crew/driver) at the Ferry Sabu Seba port terminal
based on the average satisfaction index value of 7
(seven) service factors of 85 percent fall into the
very satisfied criteria. other port terminal facilities
factors that have met expectations (such as:
toilets, waiting rooms, prayer rooms, kiosks, air
conditioning temperature control facilities, fans,
etc.) enter the criteria of being dissatisfied and
become a top priority for performance
improvement by the terminal manager.
5. The number of vehicles (cars) that can be parked
inside the Sabu Seba Ferry Terminal Terminal is
148 vehicles if it is known that at peak hours there
are 86 vehicles, the terminal for the car area
currently still has sufficient capacity for the
planned vehicle parking.
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Transportation as Supporting National Development
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http://dephub.go.id/post/read/transportasi-as-
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Minister of Transportation Regulation No. 51 of 2015
Article 1 paragraph 1, concerning the Operation of
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Tuati, Anie, 2013, Technical Study of Oebobo Bus
Terminal Services, Kupang – East Nusa Tenggara,
Master's Thesis, Master's Program in Transportation
Civil Engineering, Atma Jaya University Yogyakrata.
Wiranta Sujarweni, V. 2014, Research Methods: Complete,
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Yogyakarta.
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