Mystery Passenger: Evaluasi Pelayanan Kapal Motor Adithya

Abstract

Efforts to improve the quality of services in the transportation sector, especially sea transportation, continue to be pursued by various stakeholders, but various strategies are needed to achieve this. Through improving the quality of human resources, improving facilities and infrastructure, and utilizing information technology, one way that can be used to determine the quality of the real service is by involving the service users themselves, or, in other words, looking at the service from the passenger's point of view. The mystery passenger or secret passenger method is considered capable of doing this. This article is the result of research originating from mystery passenger activities or secret evaluations using people who act as passengers on the Adithya motor ship, then processed through reduction, display, and verification techniques using the dimensions of tangible, reliability, responsiveness, assurance, and empathy, which are then presented narratively. The research results show that Km. Adithya is able to fulfill all dimensions of service well, with several indicators that need to be improved by company management. Service evaluation research using the mystery passenger method aims to provide an objective picture of the quality of marine ship service, specifically for the management of Adithya Motor Ships, using the results of the evaluation as input for improvement. sustainable in order to improve service quality and will lead to the existence of the company's business.