Evaluation Performance of Service Facilities at Ferry Port Bajoe Village, Southeast Sulawesi

The Bajoe Village Ferry Port was a port that specifically served the movement of tourists on Bokori Island, which had been operating for eight years. The number of tourists using this port service reached 40,194 passengers in 2019; however, services at the port still had shortcomings. The aim of this research was to evaluate port service facilities based on passenger perceptions so that the service performance of the Bajoe Village Ferry Port remained optimal in serving tourists. The methods used were comparative descriptive analysis, IPA analysis, and QFD analysis to produce technical responses to priority service attributes based on tourist desires. The final result of this research was in the form of directions for developing Bajoe Village Ferry Port service facilities, consisting of toilets, accessibility, lighting, and information service facilities.


INTRODUCTION
Indonesia was an archipelagic country with a total of 17,001 islands spread across 34 provinces separated by waters [1].The condition of the islands being separated had the consequence that transportation facilities were needed to support the movement of people and goods across islands by taking sea and river routes because it can be able to reach areas that were steep hills (sites that could not be accessed by air transportation) [2].As a water transportation infrastructure, the port was essential in building the regional economy, especially in equitable development [3].
A port consisted of land and waters with specific boundaries for government and business activities.It was a docking place for ships, boarding passengers, and loading and unloading goods [4].Ports had three hierarchies based on Ministerial Regulation Number 50 of 2021 concerning implementing Seaports: main ports, collecting ports, and feeder ports.Feeder ports were divided into local and regional feeder ports [5].Ports had various facilities and infrastructure, including docks, warehouses, container terminals, loading and unloading facilities, storage facilities, and supporting facilities such as parking areas, passenger terminals, and administration offices [6].Ports also had a security system to ensure safe and efficient operations [7].
Ports made a significant contribution to supporting regional economic growth [8].Efficient and quality ports could increase the competitiveness of national and international trade because ports provide easy and inexpensive access to raw materials, facilitate product distribution, and support efficient supply chains [9].The port also played a role in the development of the surrounding area, encouraged tourism, and provided access to natural resources [10].1310 (2024) 012006 IOP Publishing doi:10.1088/1755-1315/1310/1/012006 2 Several advantages of port facilities strongly influenced the success of port development, so port facilities had to be equipped with adequate infrastructure, including a relatively long and deep wharf, large storage areas, and modern loading and unloading facilities [11].Good infrastructure enabled ports to handle large vessels and increased operational efficiency [12].Therefore, to develop the port and ensure its stability in service facilities, it was necessary to regularly evaluate port performance to identify areas of improvement and development needed [13].Until now, various studies have been conducted on the performance of ports, and one of the most prominent types of port performance analysis was the evaluation of port characteristic performance [14].The port evaluation was better done by involving passenger perceptions, not only from the port [15].This evaluation was carried out by assigning weights to each service facility to facilitate the assessment of port performance [16].
The Bajoe Village Ferry Port, located in Bajoe Village, Soropia District, Konawe Regency, was a port that served movements within the district, primarily to sign tourists to Bokori Island.This Port Hierarchy was a local feeder port, serving ferry transportation within the district/city and connecting the district/city road network [17].The Southeast Sulawesi provincial government managed this port, and has been operating since 2015.The operating time for this port service was from 08.00-17.00WITA, meaning it ran for 10 hours.This port was built because Soropia District was a strategically important area for Minapolitan activities and the development of small islands, making it a marine tourism center in Konawe Regency, which consisted of 5 marine tourism sites, including two island tourism sites, namely Bokori Island and Saponda Island [18].The number of passengers at the Bajoe Village Ferry Port in 2019 totaled 40,194 [19].
The Bajoe Village Ferry Port had been operating for seven years, so the facilities' condition still needed improvement.Facilities at this port consisted of docks, passenger terminals, toilets, parking, and other supporting facilities.However, the road conditions at the port were still unpaved, and there was a lack of street lighting because not all areas of the wharf had lighting.Safety and health facilities were also absent, and there needed to be lighting in the passenger waiting room [20].The 235-meter-long dock at the Bajoe Village Ferry Port was only equipped with three lighting lamps, resulting in poorly illuminated parts of the wharf.This caused discomfort for passengers staying on Bokori Island when they wanted to return to the ferry port to pick up goods and so on during the night.
The Bajoe Village Ferry Port had a large number of passengers, but the condition of the service facilities had deficiencies, indicating the need for service improvements.This research aimed to evaluate the service performance based on passenger perceptions and the researchers' perceptions of port facilities, using minimum service standards as outlined in Ministerial Regulation No. 39 of 2015.The outcome of this research was to provide directions for developing the service facilities at the Ferry Port of Bajoe Village.

Materials 2.1. Study Area
Evaluation of the Performance of Ferry Port Services in Bajoe Village, Southeast Sulawesi" was conducted in the area of Bajoe Village, Soropia District, Konawe Regency, which served as the location of the port under study.Soropia District had been designated as a Port zone according to the Zoning Plan for Coastal Areas and Small Islands (RZWP3K) of Southeast Sulawesi Province for 2017-2037.The study area's location is depicted in Figure 1.

Methodology
Figure 2 illustrated the stages of data collection in research, collecting both primary data, namely by observation and questionnaires as well as secondary data.The data that had been obtained was then subjected to analysis consisting of comparative descriptive analysis, operational analysis, science analysis, and QFD analysis.

Descriptive Analysis
Descriptive analysis was an analytical method used to detail, explain, and describe data systematically.The purpose of the descriptive analysis in this research was to describe the existing conditions of the Bajoe Village Crossing Port.This analysis was complemented by visualization of the port layout.

Comparative Analysis
This analysis was conducted to compare the existing condition of port facilities with minimum service standards, namely Ministerial Regulation No. 62 of 2019.To measure the suitability of the existing conditions with the existing standards, scoring was carried out on each parameter.The scale was in the form of a score of 1 to 5, where facilities that received scores of 1 and 2 were a priority for development because these facilities were not yet available, and the number and condition of the facilities did not meet the applicable standard provisions.

Importance Performance Analysis
This analysis was used to measure the level of tourist interest and satisfaction with passenger service facilities on the Bokori Tourism Motor Ship.In measuring respondents' perceived importance and satisfaction in terms of service attributes regarding reality and expectations, a Likert scale was employed [21].
Formula.Importance/Peformance Score Formula.Average Importance/Peformance Score Formula.Degree of Compliance Notes:

Quality Function Development
This analysis aims to obtain directions for improving service performance obtained from quadrant 1 of the IPA analysis.The tool used to formulate these directions is through the house of quality matrix [21].
The steps taken are:  Daily the population was estimated to be 110 people/per day.Referring to the table of Isaac and Michael, with a population of 110 and an error rate of 5%, the sample size for this study was determined to be 84 individuals.According to Suyani and Hendriyadi (2015), an error rate of 5% is a standard level in social research; hence, this study adopted a 5% error rate [23].

Water area facilities Dock
The Dock was 235 meters long, 12 meters wide, and 6 meters wide.The shape of the pier resembles an L shape.

Mooring Pool
The Harbor had a mooring pond with a depth of up to 5 meters.

Breakwater Building
This port had provided wave breakers along the pier.This building is made of piles of stones arranged obliquely.This port did not have a CCTV. 1 This port had been packed with security officers, but the security officers needed to be uninformed but easily visible.

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The port had a medium-sized complaint service number sticker that was legible and easily visible because it was placed on the ticket counter.

Ticketing service
The ticket sales service can skip 5 minutes because it does not experience long queues.

Lounge
This port had a waiting room for passengers with clean and odorless conditions, then the available seat size is not one seat for passengers, but one seat can accommodate many passengers with various seat sizes 5 Toilet This Port had three toilets but was separate between women and men, with one toilet for one passenger.Then, the condition inside the bathroom is clean and odorless.

Mosque
This port does not have a prayer room, but a mosque is nearby. 1 Lighting lamps This Port does not have lighting in the waiting room, but only 8 street lighting lamps are scattered on the road at the pier and port entrance.

Temperature control
This Port does not have temperature control facilities, both air conditioners and fans. 1

Facilities of Passenger Line
This Port does not have a particular passenger lane so that passengers will walk on foot on the vehicle path.Then, the condition of the course is still in the soil pavement, so when it rains, the road conditions will become wet and muddy.

Service Information
This Port had service information in the form of billboards with large sizes, as shown in the picture.However, the information content differs from the provisions of SPM, which only includes tariffs and information about health protocols.

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Service information delivered in voice is provided directly by port staff without going through the audio paging system to make the sound intensity manageable.

Ship Travel Disruption Information
At this Port, when there is a disruption, the trip is immediately conveyed to the passengers who come.Disruption of ship travel at this port is a rainstorm that causes large waves so that this disruption passengers wait until the rain subsides.

Passenger service facilities
This Port had one work desk that served passengers to provide information about ship departure times and serves passengers to make ship entrance ticket payments.

Analysis Score
Parking This Port had land for parking with a large area that could accommodate 4-wheeled, 2-wheeled, and 6-wheeled vehicles.The circulation of cars in and out is smooth because it has a wide road, differentiated entrances, and exits to the port.

Facilities for disabled passengers
This Port does not have a mobile ramp, so if there are passengers with disabilities, wheelchairs will be lifted on the ship assisted by security officers, and lift passengers are lifted to sit on the boat.

Nursing mother's room
Ferry Port of Bajoe Village does not have a particular room for mothers who will breastfeed babies, but there is a boarding house like in the picture that can be used for breastfeeding mothers.

2
Based on table 3, there were 25 service facilities at the port where service performance was assessed.The higher the score obtained, it meant that the facility had performed in accordance with applicable regulatory standards.There were only 9 facilities that met the Port's minimum service standards based on Ministerial Regulation No. 39 of 2015.So, other facilities were being considered for future development.

Importance of performance analysis
This analysis determines the level of interest and satisfaction by assessing the aspects related to the performance of port facility services.The assessment focused on the service facilities available at the ferry port.Out of the 25 service facilities in the field, 15 service facilities were evaluated.Table 4 was the result of calculating the performance of Port facility services based on passenger perceptions, which were then depicted in quadrants in Figure 5 to depicts the locations of service attributes in their respective quadrants.Five points were included in Diagram 1, indicating that these attributes were the priority for further development.These attributes consisted of the availability of emergency telephone numbers, toilets, lighting facilities, passenger lanes, and visual information services.On the other hand, service attributes placed in Quadrants II, III, and IV needed to be maintained as passengers evaluated their service as already satisfactory.Based on the voice of the customer derived from the results of the IPA analysis, five attributes were identified as priorities for the development of facilities at the Ferry Port of Bajoe Village.Five technical responses were generated and analyzed using QFD analysis to address passenger needs.Figure 5 is a house of the quality matrix that shows the priority of the direction of the Ferry Port of Bajoe Village and the design of development directions based on the analysis results illustrated in Figure 6.
1.An increased number of lighting lamps (RT-3 ) with AI value = 285, in the form of providing lighting in the waiting room totaling one piece and adding street lighting lights on the pier totaling three pieces with a distance of 40 m. 2. Improve service information (RT-1) with an AI value = 164 in the form of adding police, hospital, and ambulance telephone numbers as emergency telephone numbers on the available information sheets and providing information boards in the waiting room in the form of information on ship arrival schedules, port plans.3. The provision of a pedestrian path (RT-4), with an AI value = 163, is in the form of adding a pedestrian path with a width of 60 cm, which is the effective width of the pedestrian path that fits two people with pavement in the form of paving.4.An increase in the number of toilets (RT-2), with an AI value = 158, reopening three closed bathrooms so that the number of bathrooms increased to 6, then separated between female and male toilets.
5. Increased road pavement (RT-5), with AI value = 90, in the form of increasing road pavement from dirt to paving blocks so that when it rains, the road is no longer muddy to provide a sense of comfort for passengers at the Ferry Port of Bajoe Village.The use of paving blocks also has good water absorption.Assessed Service Quality of Passenger Ferry Services in Sabang Zone research had similarities to the analysis used to measure port performance, namely through IPA analysis followed by QFD analysis.The results obtained from the previous research indicated that the comfort aspect was an aspect that needed to be considered for its development [23,24].Then, based on Figure 7, there were 5 facilities that needed to be developed, 4 of which were part of the comfort aspect, namely an increased number of lighting lamps, provision of a pedestrian path, an increase in the number of toilets, and increased road pavement.Another direction that was to be developed was part of the safety aspect, namely improving service information.
This research only used evaluation parameters based on Ministerial Regulation No. 39 of 2015 without adding other parameters.Meanwhile, other research used its own parameters or followed the parameters of research that had been carried out and had been tested for validity [23,24].So, future researchers could use ministry regulations and could use other parameters but needed to add validity tests so that they could provide many development directions for ports.

Conclusion
Several facilities were found Based on the analysis conducted in this study regarding the evaluation of the service performance of the Bajoe Village Ferry Port.Some facilities still need to be available based on the analysis of facility availability, so they need to be developed: 1) Health Facilities, 2) Mobile ramps, 3) Passenger evacuation facilities, and 4) CCTV security facilities.On the other hand, five service attributes were already available and identified as priorities for improvement.These attributes were emergency telephone numbers, toilets, lighting, passenger lanes separated from vehicle lanes, and service information in visual form.Consequently, five technical responses were formulated in response to the voice of the customer.These responses consisted of increasing the number of lighting lights given development priority, improving service information, providing pedestrian paths, increasing the number of toilets, and upgrading road pavement to paving blocks.

Figure 1 .
Figure 1.Map of Ferry port in Bajoe Village

Figure 2 .
Figure 2. Schematic of the Methodology

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Figure 3 provides an overview of the passengers at the Ferry Port of Bajoe Village in 2019, totaling 40,194 people annually.

Figure 3 .
Figure 3. Graph of the number of passengers at the Ferry Port on Bajoe in 2019 Source.Treasurer of the Bajoe Village Ferry Port,20223.Discussion3.1.The condition of the Bajoe Village Ferry PortThe Ferry port on Bajoe Village was a crossing terminal constructed by the Southeast Sulawesi Provincial government to serve the public's transportation needs for Bokori Island tourism.The port was classified as a local feeder port, as it served as a critical node for facilitating movements to Bokori Island.

Figure 6 .
Figure 6.House of Quality Development of Ferry Port in Bajoe Village3.5ResultThis research used 5 aspects to determine the direction of development of the Bajoe village ferry port, namely safety, security, reliability, comfort, convenience, and equality.These aspects were employed in the research "Assessing Service Quality of Passenger Ferry Services in Sabang Zone[24]," which utilized eight aspects of Assurance, Empathy, Reliability, Responsiveness, Tangibles, Comfort, Connection, and Convenience.Aspects in this research were based on Ministerial Regulation No. 39 of 2015, while the previous research was based on researchers' determinations.However, these two studies both employed comfort and convenience aspects.These two aspects were always used in measuring transportation performance.They were also utilized in the "TOURISTS' Perception toward Boat Tours of Bangkok" research to assess the performance of tourist boats as well as in research measuring the performance of rail services[25,26].

Figure 7 .
Figure 7. Design of development directions

Table 1 .
Variable 6. Determine the attributes that are very important to develop Based on the analysis step in Figure2, the data needed in this study is explained in Table1.The data in Table1represented the type of facility whose performance was assessed based on Ministerial Regulation No. 39 of 2015.The data was obtained through observations and questionnaires.Source.Ministerial Regulation No. 39 of 20152.3.SampleThis study utilized a purposive sampling technique, which is a non-random sampling technique where the researcher determined the sampling by establishing unique characteristics that aligned with the research objectives .The required sample characteristics were Bokori Island tourists who utilized tour boats at the Ferry Port of Bajoe Village aged between 17 and 64 (productive age).

Table 3 .
The availability of port facilities in this study was conducted by comparing the existing conditions with the minimum service standards outlined in Ministerial Regulation No. 39 of 2015 concerning Minimum Service Standards for Ferry Transport Passengers at Ferry Ports.Availability of Port Facilities based on Ministerial RegulationThis port had one fire extinguisher equipped with a fire extinguisher box and placed in the waiting room to be easily visible to many people and still in good condition.

Table 4 .
Importance Performance of Ferry Port in Bajoe Village