STRATEGIES FOR IMPROVING THE QUALITY OF PUBLIC SERVICE MANAGEMENT FOR THE FERRY CROSSING AT BOM KALIANDA PIER
Keywords:
Management, Service Quality, Public Services, SWOT Analysis, BOM Wharf Kalianda and Transportation Management.Abstract
This study aims to examine the influence of service quality on user satisfaction in public transportation services. Using a SWOT analysis approach, the study identifies key internal and external factors affecting service performance and formulates strategic recommendations to enhance user satisfaction. The findings reveal that service providers possess notable strengths and opportunities that can be leveraged to improve overall service quality, although several weaknesses and external threats remain critical challenges. Key strengths include the availability of trained human resources and adequate operational facilities, while major weaknesses relate to limited service capacity and inefficient service procedures. On the external side, supportive government policies and increasing service demand present significant opportunities for development. However, rising competition and growing public complaints pose potential risks to service sustainability. The SWOT positioning indicates a favorable strategic condition, where strengths and opportunities dominate, enabling an aggressive development strategy. Recommended strategies include the adoption of technology-based service systems, enhancement of service promotion, and improvement of operational capacity to better meet user needs. The implementation of these strategies is expected to enhance service quality, increase user satisfaction, and contribute to broader socio-economic development.
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